Set states
A return request, a package received, a product checked, a refund decided and a product put back into stock are not the same step. Give each person a leader and a date. This separation avoids reselling an item before having checked its condition.
Inform the customer
Explain where to find the conditions, how to initiate the request and when a response is expected according to your actual procedure. Keep the link with the order number and messages sent. Legal obligations vary depending on the sale and reason for return; check the applicable framework before drafting public policy.
Analyze the causes
Classify returns by size, defect, incomplete description, delay or preparation error. Correct the sheet or process when the same pattern returns. Measure processing time and actual resalable products, not just raw returns.
Source: https://entreprises.service-public.fr/vosdroits/F33527.
