02 — Capability · BC-1380.20
Return Intake & Refund
Receive the returned item wherever it comes back, check what it is and what state it is in, and get the customer their money or exchange without making the return feel like an interrogation.
- Returns Processing
- Refund Handling
- Exchange Processing
In scope
- In-store, mail-in, drop-off and carrier-pickup return intake
- Inspection and condition grading at receipt
- Refund, exchange and store-credit issuance to the original tender
- Return receipt reconciliation to the order and the ledger
Out of scope
- Service counter operation itself (see BC-1320)
- Payment settlement with processors (see BC-250)
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-1380.20.10Multi-Channel Return IntakeAccept returns at the counter, through the mail, at drop-off points and by pickup, and record each against the original sale.
- BC-1380.20.20Inspection & Condition GradingVerify the item matches the return and grade its condition so the disposition and the refund are both right.
- BC-1380.20.30Refund & Exchange IssuanceReturn the money to the original tender, offer store credit or complete an exchange within the timeframe the policy promised.
- BC-1380.20.40Return ReconciliationMatch every refund to a received item and an original order so the inventory and the books tell the same story.