RETURN CLAIM SOP PROCESSING

RETURN CLAIM PROCESSING

Applicable To: Shipfast, GoSwift, Kwikship

Owned By: Operations / Logistics

Goal: Recover losses from courier/aggregator errors with proper evidence and timelines

1. Scope & Definitions

1.1 Return Types

There are ONLY two return flows. Don’t mix them.

1. Customer Return (CR)
    → Customer initiates return after delivery
2. RTO (Return to Origin)
   → Shipment undelivered and returned by courier
   
   

1.2 Claim Issue Types (Standardized – NO CUSTOM WORDING)

Every return must fall into one of these:

⚠️ Wrong issue tagging = claim rejection. No exceptions.

2. High-Level Workflow (End-to-End)

Return Received

   ↓

QC Inspection (Same Day)

   ↓

Issue Classification

   ↓

Evidence Collection

   ↓

Aggregator-wise Claim Raising

   ↓

Claim Tracking & Follow-up

   ↓

Closure (Approved / Rejected)

   ↓

Finance Reconciliation

If any step is skipped → claim will fail.


https://docs.google.com/spreadsheets/d/1qq5Diz29l-mjST0b472_pqc5P_3hUKa-ub20wBRkCQY/edit?usp=sharing

3. Detailed SOP – Step by Step

STEP 1: Return Receipt & Logging (T+0)

Owner: Warehouse / Ops

• Receive return shipment
• Match:
  • Order ID
  • Return AWB
  • Courier & Aggregator
• Enter entry in Return Claim Master Sheet  

Mandatory fields to capture immediately:

• Return Type (Customer Return / RTO)
• Return Date
• Aggregator
• Courier
• Product SKU & Value

❌ If AWB or Order ID is missing → STOP. Don’t proceed.

STEP 2: QC Inspection (T+0 to T+1)

Owner: QC Team

QC must be done within 24 hours of receipt.

QC Checklist

• Correct product?
• Correct SKU?
• Quantity match?
• Physical condition?
• Signs of usage / smell / tampering?

QC Output (MANDATORY)

• Clear written remark
• Photo evidence (minimum):
  • Outer packet
  • Inner packet
  • Product
  • Damage / mismatch close-up

? QC remarks must be factual, not emotional.

Bad: “Product bad”
Good: “Used product with odor, stains visible”

STEP 3: Issue Classification (No Guessing)

Owner: Ops

Map QC result to ONE issue type only:

⚠️ Never combine issues in one claim.

STEP 4: Evidence Folder Creation

Owner: Ops

Create one Google Drive folder per AWB.

Folder must contain:

• QC images/videos
• Invoice copy
• Return label
• Internal QC note (PDF / image)

Folder naming format:

AWB_OrderID_IssueType

Example:

37160012266924_BT383985_Damaged

No proof = auto rejection by all aggregators.

STEP 5: Aggregator-wise Claim Raising

This is where most teams fail. Follow strictly.

5.1 Shipfast

How to Raise Claim

• Portal → Claims / Support Ticket

Required

• AWB
• Issue type
• Invoice
• QC images
• Claim value

Timeline

• Raise within 7 days of RTO / Return receipt
  
  

5.2 GoSwift

How to Raise Claim

• GoSwift dashboard → Support → Raise Issue

Required

• Return AWB
• Order ID
• Proof link
• QC remarks

Important

• Claims after 5–7 days may be rejected
  
  
  

5.3 Kwikship

How to Raise Claim

• Email + Sheet-based claim (as per SOP)

Required

• Filled claim format
• Drive link proof
• Exact issue wording

Best Practice

• Always mention:
  • AWB
  • RTO date
  • Claim type in subject line
    
    
    

STEP 6: Claim Recording & Tracking

Owner: Ops

Maintain one master claim sheet.
One row = one AWB = one claim

Mandatory Columns

• Sl.No
• Month
• Date
• Order ID
• Return AWB
• Claim Type
• Aggregator
• Courier
• Product Name
• SKU
• Issue Type
• Value
• QC Feedback
• Claim Status
• Proof Link

Update status every 48 hours.

STEP 7: Follow-Up & Escalation

Owner: Ops Lead

No follow-up = no money. Period.

STEP 8: Closure & Finance Reconciliation

Owner: Finance + Ops

• If Approved:
  • Update claim status
  • Track credit note / payout
• If Rejected:
  • Record reason
  • Audit internal failure (QC, delay, proof)

Monthly reconciliation is mandatory.

4. Control Rules (Non-Negotiable)

• ❌ No QC → No claim
• ❌ No proof → No claim
• ❌ Late submission → No claim
• ✅ One AWB = One claim
• ✅ Standard issue names only
  
  
  

5. Responsibility Matrix (RACI)

Brutal Truth (Read This Twice)

Most return losses happen not because of couriers, but because internal teams miss timelines or documentation. This SOP removes excuses. If followed, claim success rate goes up sharply.

If you want next:

• Aggregator-specific SLA table
• Auto-claim Google Sheet
• Audit checklist for rejected claims
  
  

Say what you want.