SOP Library

Retail · Customer Service

Returns and Exchange Processing

Retail Starter Pack · retail-starter

Standard customer returns workflow

RetailCustomer ServiceStarter pack

Overview

Returns and Exchange Processing is included in the Retail Starter Pack industry pack. Import the pack into TrueSOP to use this procedure with linked checklists and schedules.

Scope

Frontline operators, shift leads, and location managers. Adapt steps, roles, and evidence requirements to your organization after import.

Procedure

3 steps from the industry pack

  1. Validate receipt and policy — Check purchase date, item condition, and return eligibility

  2. Process POS return transaction — Apply correct reason code and refund method

  3. Route item disposition — Send resale items to stock or defects to quarantine