TACTIXProcess templates
Product Returns Process Template
How long a return takes decides whether the customer buys again. This template makes the return steps from request to notification, and the decline path, clear.
Free. Lanes, steps and approvers come ready; you can change everything.
Process flow
Each row is a role (swimlane); steps run left to right.
| Customer service | 1 · StartReceive the return request | 2 · DecisionWithin return policy? | 6 · EndInform the customer | 7 · DocumentDecline with reason | |||
|---|---|---|---|---|---|---|---|
| Warehouse | 3 · StepReceive the product | ||||||
| Quality | 4 · StepInspect the product | ||||||
| Accounting | 5 · StepRefund or exchange |
Step by step
Receive the return request
- Order number
- Reason for return
Within return policy?
- Yes → Step 3: Receive the product
- No → Step 7: Decline with reason
Receive the product
Inspect the product
- Defect recorded
- Resellable or not
Refund or exchange
Inform the customer
Decline with reason
Who does what? (RACI summary)
R: responsible · A: approves
| Step | Customer service | Warehouse | Quality | Accounting |
|---|---|---|---|---|
| Receive the return request | R | |||
| Within return policy? | R | |||
| Receive the product | R | |||
| Inspect the product | R | |||
| Refund or exchange | A | R | ||
| Inform the customer | R | |||
| Decline with reason | R |
When to use it
- Returns get lost in email threads
- Refunds wait between the warehouse and accounting
- You want to report on return reasons
Tips
- Require the order number and reason in the first step.
- Let customer service approve refunds.
- Route declines to a documented reason step.
More process templates
Run the process with your team on one map
Open the template, give each step an owner and a date, and send it to your field team as step-by-step instructions and QR labels.