Product return management


This is a process to manage returns, with refund or exchange options. The process is divided into the following phases: return requests, analysis, contact the client to get the required information, receive the return and refund or exchange it.

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Template structure

See how this template is structured. As this is just an example, you can customize it.


  1. Customer’s name
  2. Email
  3. Phone
  4. Product name
  5. Purchase ID
  6. Return request
    • Refund
    • Replacement
    • Exchange
  7. Detailed description
  8. Invoice


  1. Assignee

Requests validation

  1. Checklist
    • Is the purchase within its development period?
    • Are we to accept this return request?
    • Is the warranty still valid?
  2. Is this request valid?
    • Yes. Move the card to the next phase
    • No. Move the card to ‘Rejected’.
  3. Reason for refusal

Contact the customer

  1. Status
  2. Contact attempts
  3. In case the request was refused:
  4. Customer’s comments
  5. In case the request was accepted:
  6. Type of return
    • Refund
    • Exchange
    • Replacement
  7. Inform the customer
    • How the product is to be returned
    • Estimated time for the request to be fulfilled
    • Tell the customer that the product will be checked upon return
  8. Deadline for product return

Return processing

  1. Return method
  2. Delivery tracking number
  3. Checklist
    • Product condition
    • Manufacturing defects
    • Usage defects
    • Warranty violation
  4. Product check
  5. Product problem causes
    • Customer misuse
    • Manufacturing defect
    • Damaged during shipping
  6. Return acceptance
    • Yes
    • No


  1. Assignee
  2. Refund option
    • Credit card chargeback
    • Bank transfer
    • Gift cards
    • Store credit
  3. Refunded amount
  4. Transaction ID


  1. Assignee
  2. Product ID
  3. Delivery company
  4. Tracking number

Finished Campaigns


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