Product return management

Template

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.

Form

 

  • 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

Requests

 

  • 1. Assignee

Request 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

Refund

 

  • 1. Assignee

  • 2. Refund option

    • Credit card chargeback
    • Bank transfer
    • Gift cards
    • Store credit
  • 3. Refunded amount

  • 4. Transaction ID

Return

 

  • 1. Assignee

  • 2. Product ID

  • 3. Delivery company

  • 4. Tracking number

Done

 

Rejected

 

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