Merchants & brands
Give support teams consistent evidence requirements, approvals and customer instructions across agreed markets.
Returns & care / Return
Keep returns tied to clear decisions.
Follow returns from request to closure. We document your rules, coordinate agreed reverse-shipping handovers and organise evidence for the authorised decision owner.
Scope and pricing are confirmed through consultation. Reverse freight, receiving, storage and other third-party charges are listed separately where applicable.
Your selected planning example
Bring the case into this service.
Review the fictional condition and handover record before discussing the work with our team.
Returns & careReturn & reverse logistics
A customer reports a fault. What can the care team authorize?
A submitted request records the customer’s concern. It does not establish coverage or authorize shipping.
Record for the next team
An evidence request with a named decision owner.
This is a planning example. Scope, responsibilities and any operational action require separate confirmation.
01 / Who it is for
For teams responsible for cross-border returns.
Manufacturers & distributors
Coordinate specified goods’ reverse movement with receiving contacts and the commercial decision owner.
Recurring returns teams
Keep shared records of requests needing evidence follow-up, receiving updates and several parties’ decisions.
02 / Concrete deliverables
Reviewable records from request to handover.
The proposal defines products, markets, coverage, responsibilities and confirmed handling arrangements.
01
Rules & decision map
Review return rules, eligibility questions and evidence requirements. Identify approvers for requests, exceptions and remedies.
- Reviewable output
- A rule checklist, market map and decision-owner register.
- How we review it
- Your policy owner confirms rules and gaps before instructions are issued.
02
Request & evidence workflow
Define request fields, evidence, return references and follow-up messages. Keep pending decisions visible.
- Reviewable output
- A request template, return authorisation reference workflow and open-item register.
- How we review it
- Review an example together. The merchant approves eligibility before the return progresses.
03
Approved return instructions
Coordinate route, packing, responsibilities and costs. Confirm receiving location, acceptance conditions and carrier arrangements before goods move.
- Reviewable output
- Approved customer instructions and a reverse-shipping checklist.
- How we review it
- Responsible parties confirm destination and acceptance. Labels require agreed scope and approval.
04
Receipt & condition record
Compile available receipt confirmations, counts, photos and condition observations from the agreed receiving party. Record discrepancies.
- Reviewable output
- A receiving evidence record and discrepancy log with sources.
- How we review it
- Compare observations with the request. Inspection or repacking requires agreed tasks, responsibilities and charges.
05
Disposition & closure handover
Record merchant-approved refund, exchange, repair or recovery decisions. Hand over evidence and outstanding charges.
- Reviewable output
- A closure handover with approvals, open actions and cost reconciliation.
- How we review it
- The authorised owner executes the agreed remedy. Refunds, replacements and disposal require specific approval.
03 / Service process
From the return request to a confirmed handover.
We agree who provides evidence, who authorises each step and where our coordination ends.
- 01
Understand your returns
Discuss products, markets, requests and receiving arrangements.
- You receive
- Discovery summary and proposed scope.
- Your input
- Current policy, typical volume or example issue summary.
- 02
Confirm scope & quote
Agree tasks, responsibilities, reviews and external costs.
- You receive
- Written proposal and consultation-based quotation.
- Your input
- Scope approval and named decision owner.
- 03
Review rules & workflow
Map eligibility, evidence and updates against approved rules.
- You receive
- Workflow, templates and unresolved questions.
- Your input
- Policy clarification, process information and template approval.
- 04
Approve & coordinate
Issue approved instructions and follow agreed movement and receiving updates.
- You receive
- Approvals, handover updates and available receipt evidence.
- Your input
- Confirmed receiving, carrier arrangements and change approvals.
- 05
Reconcile & hand over
Reconcile observations, costs and the authorised next action.
- You receive
- Closure record, responsibilities and outstanding actions.
- Your input
- Remedy decision and executing owner’s confirmation.
A returned parcel arrives without a complete order match
Scenario plan: the carrier records a return as delivered, but the receiving team finds an item that does not clearly match the authorized return. Support needs a review path before promising a refund.
Illustrative scenario plan. This describes proposed work and acceptance checks, not a completed customer project. Scope, connections and responsibilities are agreed before implementation.
The situation
A parcel reference confirms a movement, not which goods were inside. Closing the return at carrier delivery could refund the wrong items or put unchecked goods back into available stock.
Proposed response
Support connects the request, authorization, order and expected items in a redacted return record. Missing or conflicting references are marked for clarification rather than silently merged.
The receiving team logs the actual arrival, quantity and observed condition against that record. An agreed inspection records the unmatched item separately and identifies who should resolve the discrepancy.
The merchant’s authorized owner reviews the policy and inspection before approving the next action. Support communicates receipt and review status; finance and inventory owners record only the actions they have actually completed.
Prepare for a discussion
- Return policy and the person authorized to decide outcomes.
- An anonymized order and expected return item list.
- Receiving arrangements, inspection criteria and current status messages.
04 / Ways to work together
Support for your return handling stage.
Choose a workflow review, defined project or recurring coordination.
Policy & workflow readiness
Clarify return rules, evidence and operational ownership.
Agreed process review, templates and action plan.
Defined return project
For a specified batch or situation with confirmed parties.
Defined request handling, reverse-shipping coordination and closure handover.
Recurring returns coordination
For regular follow-up across requests and receiving contacts.
Agreed coverage, reporting, reviews and decision responsibilities.
A quotation for your goods and handling needs.
Consultation confirms pricing based on goods, markets, request count, handling, roles and work period. Service fees are separate from applicable reverse freight, labels, receiving, storage, inspection, repacking, repair, disposal and other third-party charges. The proposal records included tasks, payment responsibilities and acceptance criteria.
05 / What to prepare
Share your current return process.
- Product types, sales markets and your current return rules.
- Typical volume or a general example issue.
- Receiving constraints, service contacts and your authorised approver.
- A summary is enough initially; individual buyer data and order documents can wait for an agreed review.
06 / Common questions
Before we get started.
A few practical details about the scope and the decisions involved.
Who decides whether a return is eligible?
The merchant or designated policy owner decides under applicable rules. We organise information, gaps and approvals. Warranty issues and protection incidents go to their respective owners for separate review when needed.
Can you arrange return shipping and receiving?
We coordinate agreed arrangements. The actual destination, receiving acceptance, carrier and cost responsibilities require confirmation before dispatch. Labels, inspection and physical handling are included only when expressly agreed.
Does the service include a refund or replacement?
The quote defines coordination and charges. The authorised owner decides and executes refunds, exchanges, repairs or disposal within the agreed scope. Parcel receipt alone does not approve a remedy or guarantee its date.
JETONTRACK / Return
Discuss this serviceBring your return workflow to the discussion.
Share products, markets and handling needs. We will confirm responsibilities, deliverables and a quotation identifying external costs.
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