Product Return SOP

Standard Operating Procedure: Product Return (Haven Store to DC)

Purpose: This SOP outlines the procedure for returns of product, accessories, or merchandise from Haven store locations to the Distribution Center (DC), ensuring accurate tracking and efficient handling of returned items.

Scope: This procedure applies to all Haven store specialists responsible for preparing returns of product, accessories, or merchandise to the DC.

Materials:

• Product Return Slips (provided by the DC)

• Pen

• Product, accessories, or merchandise that will be returned to DC

• Helpdesk Ticket Number (if applicable)

Procedure:

1. Product, Accessory, or Merchandise Identification and Assessment:

• Identify products, accessories, or merchandise that need to be returned to the DC. This may include items that were overshipped, wrongly shipped, or need to be exchanged.

• Obtain the Helpdesk ticket number from the ticket associated with the product, if applicable.

• Visually inspect the product, accessories, or merchandise for damage, discrepancies, or any other relevant information.

2. Completing the Product Return Slip:

• Date: Fill in the current date (MM/DD/YYYY) in the designated "Date" field.

• Product, Accessory, or Merchandise Being Returned: Clearly and accurately describe the product, accessory, or merchandise being returned.

• Brief Explanation:

  • Document the reason for the return clearly and objectively in the "Brief Explanation" field. Examples: "Overshipped," "Wrongly Shipped," "Exchange," "Damaged Inventory," "Defective," etc.

  • If the reason is complex, summarize the core reason concisely.

• Ticket Number (Helpdesk Ticket Number):

  • If a helpdesk ticket is associated with this return, record the ticket number in the "Ticket Number" field.

  • If no ticket number is applicable, write "N/A" in the field.

• Store Location:

  • Clearly write the Haven store's location in the designated "Store Location" field.

• Initials of Haven Store Specialist:

  • The Haven store specialist completing the slip must write their initials in the "Initials" field. This ensures accountability and traceability.

3. Attaching the Product Return Slip:

• Securely attach the printed Product Return Slip to the returned product, accessory, or merchandise.

  • If possible, attach the slip to the original packaging. If original packaging is not available, attach the slip to the item itself in a visible location.

  • If multiple items of the same return type are being shipped, securely bundle them together and attach one return slip to the bundled items.

4. Placing Items in Designated Product Return Area:

• After completing the return slip and attaching it to the product, place the returned product, accessories, or merchandise in the store's designated product return area.

• The DC delivery driver will retrieve the items from this designated area after completing their delivery to the store.

Important Considerations:

• Accuracy: Ensure all information on the Product Return Slip is accurate and legible.

• Product, Accessory, or Merchandise Condition: Document any pre-existing damage or discrepancies in the condition of the returned items on the return slip.

• Security: Handle returned product, accessories, or merchandise with care to prevent further damage or loss.

Review and Revision:

• This SOP will be reviewed and revised periodically to ensure its accuracy and effectiveness.

• Any changes to the procedure will be communicated to all Haven store specialists.