Returns Processing SOP Template for E-commerce

# Returns Processing SOP — E-commerce **SOP Number:** ECO-RP-001 | **Version:** 1.0 | **Department:** Customer Service & Warehouse ## Purpose To process returns quickly and accurately, maintaining customer satisfaction while protecting inventory accuracy. ## Procedure 1. **Return Authorization** - Customer submits return request via portal - CS team reviews (eligible: within 30 days, unused, original packaging) - Issue RMA number and prepaid label (if policy covers) 2. **Receiving** - Log package received with RMA number - Photograph condition before opening - Inspect item: unopened / opened-good / damaged 3. **Grading** - Grade A (like new): restock immediately - Grade B (minor wear): mark as refurbished, discount 20% - Grade C (damaged): file vendor claim if applicable, dispose/donate 4. **Refund Processing** - Grade A/B: issue refund within 24 hours of receipt - Grade C: issue refund minus restocking fee per policy - Notify customer via email with refund timeline (3-5 business days) 5. **Inventory Update** - Update stock counts in system - Add Grade B items to clearance category ## KPIs - Return processing time: <48 hours from receipt - Refund issued within 24 hours of grading: >95% - Return fraud rate: <1%