Return Exceptions

Not every return follows the standard process. This guide covers handling exceptions and special situations.

Types of Exceptions

Missing Items

Customer claims they returned items but package is incomplete:

Investigation Steps:

1. Check receiving documentation and photos
2. Review package weight vs expected weight
3. Check if items fell out during transit
4. Review customer's return history

Resolution Options:

• Partial refund for items received
• Ask customer for proof of sending all items
• Issue full refund as goodwill (if pattern doesn't suggest fraud)

Wrong Items Received

Customer sent different items than declared:

If honest mistake:

1. Contact customer to clarify
2. Arrange return of wrong items to customer
3. Request correct items be sent
4. Extend return window

If potential fraud:

1. Document thoroughly with photos
2. Contact customer for explanation
3. Consider rejecting the return
4. Flag account for review

Damaged Returns

Items arrived damaged but customer claims they were sent in good condition:

Investigation:

1. Check shipping package for damage
2. Review photos taken at receiving
3. Check carrier handling history
4. Assess if damage is consistent with transit

Resolution:

• If carrier damage: Process return, file carrier claim
• If customer caused damage: Partial refund or reject
• If unclear: Consider customer relationship value

Late Returns

Return received after policy window:

Options:

1. Reject and return items to customer
2. Accept with restocking fee
3. Offer store credit instead of refund
4. Accept as goodwill exception

Handling Disputes

Customer Disputes Inspection Result

If customer disagrees with your assessment:

1. Review inspection documentation
2. Consider requesting additional photos from customer
3. Discuss findings with customer
4. Make final determination
5. Document decision and reasoning

Chargeback Received

If customer initiates chargeback:

1. Don't panic - ReturnMate documents help you respond
2. Gather all evidence:
   • Return request details
   • Shipping and tracking
   • Receiving photos
   • Communication history
3. Submit dispute response through payment processor
4. Mark RMA as disputed

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Dispute Documentation View

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Exception Workflows

Escalation Path

Configure escalation for exceptions:

1. Level 1: Customer service team reviews
2. Level 2: Supervisor reviews
3. Level 3: Management decision

Exception Tags

Tag RMAs with exception types:

• exception:missing-items
• exception:wrong-item
• exception:damaged
• exception:late
• exception:dispute

Use tags to filter and report on exceptions.

Fraud Prevention

Red Flags

Watch for these warning signs:

• Same customer with frequent returns
• High-value items with damage claims
• Serial numbers not matching
• Items swapped with counterfeits
• Missing all accessories consistently
• Complaints about receipt to pressure fast refunds

Fraud Detection Features

ReturnMate helps identify fraud:

• Return Rate Tracking: Flag customers with high return rates
• Pattern Detection: Identify suspicious patterns
• Cross-Reference: Link returns across multiple orders
• Manual Flags: Staff can flag suspicious returns

Handling Suspected Fraud

1. Don't accuse the customer directly
2. Document all evidence
3. Apply standard policy (don't issue refund if items not received properly)
4. Consider banning repeat offenders
5. Report serious fraud to authorities if warranted

Exception Reporting

Track exception metrics:

Exception Resolution Templates

Missing Items Response

Hi [Customer],

Thank you for your return. We've received your package, but unfortunately
[item(s)] were not included.

We've documented the package contents with photos. Could you please confirm
that all items were included when you shipped?

Options:
- We can process a partial refund of $X for the items received
- If you locate the missing items, please send them separately

Please let us know how you'd like to proceed.

Wrong Item Response

Hi [Customer],

We've received a return for order [order number], but the items in the
package don't match what was declared.

We received: [actual items]
Expected: [declared items]

Please let us know if there was a mix-up so we can resolve this.

Damaged Item Response

Hi [Customer],

We've received your return, but unfortunately the item arrived with
[describe damage]. Our receiving team has documented the condition.

Based on our inspection, we can offer:
- Partial refund of $X reflecting the condition
- Store credit of $Y

Would you like us to proceed with one of these options?

Best Practices

• Document everything with photos
• Respond to exceptions within 24 hours
• Train team on exception handling procedures
• Review exception patterns monthly
• Balance customer service with fraud prevention

Related Articles

• Returns Workflow
• Receiving Returns
• Audit Logs