Unfulfilled Orders Workflow

Returns and Refund Flow: Quick Overview

This workflow guides agents through verifying returned orders, processing refunds, and routing unresolved return concerns to the appropriate team.

1. Receive Tracking Information
Request the customer's return tracking number and verify whether the returned package has been delivered to the designated return address.

2. If the Return Is Delivered

• Validate the return using the Return Tracking Sheet.

• If the return is confirmed, process the refund.

• If no return record is found, escalate the case to the Team Lead and follow the Refund Approval Guidelines.

3. If the Return Is Not Delivered
Check the return tracking number to determine the package's status.

• Still in Transit: Set the right customer expectations and transfer the case to the Returns Queue.

• Tracking Issue: For damaged, lost, refused, or stuck shipments, educate the customer and transfer the case to the Escalations Queue.

4. Complete the Process
Ensure the case follows the appropriate refund, approval, or escalation path before concluding the workflow.

Key Reminder: Always validate the return status before processing a refund. Follow the approval guidelines when no return record is found, and route tracking issues to the appropriate queue.