02 — Capability · BC-1380.10
Return Policy & Authorization
Define what can be returned, by whom, within what window and in what condition, and apply it consistently in every channel, so shoppers know the rules and abusers find them hard to exploit.
- Returns Policy
- Return Eligibility
- Return Authorization
In scope
- Policy design by product category, channel and customer tier
- Return eligibility checks against the original transaction
- Return authorization and label issuance for mail returns
- Return-abuse detection and customer-level limits
Out of scope
- Investigation of organized return fraud (see BC-1350)
Realized by · 0
- No product in the catalog yet.
Used in · 1
Build it · 0
- Nothing in the library points here yet.
Decomposes into · 4
- BC-1380.10.10Return Policy DesignSet the windows, conditions, exceptions and fees for returns in a way the business can afford and a shopper can understand.
- BC-1380.10.20Eligibility VerificationConfirm the item, transaction and timeframe qualify under the policy before a return is accepted, with or without a receipt.
- BC-1380.10.30Return Authorization & LabelingIssue authorizations and prepaid or customer-paid labels for mail returns, and tell the shopper what happens next.
- BC-1380.10.40Return Abuse DetectionSpot patterns of wardrobing, receipt fraud and serial returning and apply limits before the policy becomes a loophole.