RETURNS PROCESSING EFFICIENCY AUDIT

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--- RETURNS INITIATION & CUSTOMER COMMUNICATION ---
[ ] Average Time to Acknowledge Return Request (Minutes)
[ ] Return Request Method(s) Offered to Customers (Online Return Portal, Email, Phone, Live Chat)
[ ] Standardized Return Instructions Provided to Customers?
[ ] Customer Communication Channel for Updates (Email, SMS, Phone Call, Portal Notifications)
[ ] Percentage of Returns Acknowledged Within 24 Hours
[ ] Describe Current Customer Communication Process for Returns Initiation.
[ ] Is Return Shipping Label Provided to Customer? (Yes, No)

--- RETURNS AUTHORIZATION & DOCUMENTATION ---
[ ] Return Authorization Method (Online Portal, Email, Phone Call, Other)
[ ] Average Authorization Processing Time (minutes)
[ ] Description of Authorization Workflow
[ ] Is a Return Merchandise Authorization (RMA) number generated? (Yes, No)
[ ] Sample of standard Return Authorization form/document
[ ] Does the authorization process include verification of purchase history? (Yes, No)
[ ] Percentage of returns authorized automatically (no manual intervention)
[ ] Describe any exceptions to the standard authorization process.

--- RETURNS RECEIVING & INSPECTION ---
[ ] Average Time to Receive Returned Goods (hours)
[ ] Percentage of Returns Received Without a Return Authorization (RA) Number
[ ] Method for Identifying Return Reason (Customer Selection on Portal, Inspection Team Assessment, Return Manifest Notes, Other - Specify in LONG_TEXT)
[ ] Details of discrepancies between customer-stated reason for return and inspection findings. (If applicable)
[ ] Percentage of Returns Rejected at Receiving (e.g., unauthorized returns, incorrect items)
[ ] Condition of Returned Goods Upon Receipt (Typical) (As New, Slightly Used, Used/Visible Wear, Damaged, Other - Specify in LONG_TEXT)
[ ] Example Photo of Damaged Returned Goods (if applicable)
[ ] Number of Returns Damaged During Receiving/Handling (Estimated)
[ ] Describe any observations regarding packaging condition upon receipt.

--- RETURNS DISPOSITION & PROCESSING ---
[ ] Average Time to Process a Refund (days)
[ ] Percentage of Returns Processed Within SLA (%), Refund type
[ ] Default Disposition Route (e.g., Refund, Replacement, Restock) (Refund, Replacement, Restock, Repair, Other)
[ ] Reasons for Deviations from Default Disposition Route (Product Defect, Incorrect Order, Customer Preference, Shipping Damage, Other)
[ ] Describe any common bottlenecks in the Disposition process
[ ] Method used for product restocking after return (Immediate Restock, Quarantine for Inspection, Restock after Repair/Refurbishment, Other)
[ ] Percentage of returns that require manual intervention for disposition
[ ] Date of last review of Disposition process workflow

--- RETURNS DATA & REPORTING ---
[ ] Average Time to Process a Return (Days)
[ ] Return Processing Volume (Units/Month)
[ ] Returns Data Integration with ERP/WMS (Fully Integrated, Partially Integrated, Not Integrated)
[ ] Data Points Tracked for Returns Analysis (Reason for Return, Product Category, Shipping Origin, Customer Segment, Return Processing Time, Return Shipping Cost)
[ ] Summary of Key Findings from Returns Data Analysis (Last Quarter)
[ ] Date of Last Returns Data Performance Review
[ ] Reporting Frequency (Returns Data) (Daily, Weekly, Monthly, Quarterly)
[ ] Example Returns Data Report (PDF or Excel)

--- RETURNS TECHNOLOGY & SYSTEMS ---
[ ] Returns Portal Integration (Fully Integrated, Partially Integrated, No Integration)
[ ] Average Time to Process Return Request (minutes)
[ ] Describe the WMS (Warehouse Management System) used for returns.
[ ] Return Status Visibility to Customer (Real-Time Visibility, Limited Visibility, No Visibility)
[ ] Screenshot of Return Tracking Screen (Customer View)
[ ] Number of system errors/glitches reported per week related to returns.
[ ] Which systems are used for return processing? (CRM (Customer Relationship Management), WMS (Warehouse Management System), ERP (Enterprise Resource Planning), Custom Return Portal, Spreadsheets (e.g., Excel))
[ ] Describe any known limitations or workarounds in the current systems impacting return efficiency.

--- RETURNS TEAM & TRAINING ---
[ ] Number of Team Members Dedicated to Returns Processing
[ ] Current Team Structure (e.g., centralized, decentralized, hybrid) (Centralized, Decentralized, Hybrid)
[ ] Roles and Responsibilities Defined and Documented? (Yes, No, Partially)
[ ] Briefly describe the current training program for returns processing staff.
[ ] Date of Last Comprehensive Training for Returns Team
[ ] Training Content Includes: (Returns Policy and Procedures, Product-Specific Handling, Returns System Navigation, Customer Service Skills, Damage Assessment)
[ ] Average Time Spent Training a New Returns Processor (in hours)
[ ] Describe any observed gaps in team knowledge or skills.

--- RETURNS COST ANALYSIS ---
[ ] Average Return Shipping Cost Per Unit
[ ] Labor Cost Per Return Processed (in $)
[ ] Percentage of Returns Due to Defective Products
[ ] Average Restocking Fee Applied (if applicable)
[ ] Average Inventory Write-Off Cost Per Return (for damaged or unsaleable items)
[ ] Primary Method for Calculating Return Shipping Costs (Flat Rate, Weight-Based, Dimensional Weight, Carrier Calculated)
[ ] Description of Cost Allocation Methods (e.g., how return costs are allocated to specific product lines or departments)
[ ] Total Return Processing Costs for Last Period (e.g. month, quarter)

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