Returns & Exchange Checklist

Ensuring Smooth, Fair & Policy-Compliant Returns and Exchanges

Returns and exchanges are critical customer touchpoints that directly impact satisfaction and brand trust. Delays, inconsistent handling, or policy violations can lead to customer frustration and operational losses. The Returns & Exchange Checklist helps retail teams handle return and exchange requests efficiently, consistently, and in line with company policies.

‍Returns & Exchange Checklist

Customer Interaction & Acknowledgement Impact

1. Is the customer greeted politely and acknowledged promptly?
   ☐ Yes
   ☐ No
   If No, Reason: ____________________________________________________________
2. Is the return or exchange request understood clearly?
   ☐ Yes
   ☐ No
   If No, Reason: ____________________________________________________________
3. Is the customer informed about the return/exchange process?
   ☐ Yes
   ☐ No
   If No, Reason: ____________________________________________________________
4. Is the customer treated respectfully regardless of the outcome?
   ☐ Yes
   ☐ No
   If No, Reason: ____________________________________________________________
5. Are wait times kept within acceptable limits?
   ☐ Yes
   ☐ No
   If No, Reason: ____________________________________________________________

‍

Policy Verification Impact

1. Is the return/exchange request checked against store policy?
   ☐ Yes
   ☐ No
   If No, Reason: ____________________________________________________________
2. Is the original bill or proof of purchase verified?
   ☐ Yes
   ☐ No
   If No, Reason: ____________________________________________________________
3. Is the return/exchange within the allowed time window?
   ☐ Yes
   ☐ No
   If No, Reason: ____________________________________________________________
4. Are product condition and tags verified as per policy?
   ☐ Yes
   ☐ No
   If No, Reason: ____________________________________________________________
5. Is the eligibility decision communicated clearly to the customer?
   ☐ Yes
   ☐ No
   If No, Reason: ____________________________________________________________

‍

Product Inspection Impact

1. Is the returned product inspected thoroughly?
   ☐ Yes
   ☐ No
   If No, Reason: ____________________________________________________________
2. Are damages, usage, or alterations checked?
   ☐ Yes
   ☐ No
   If No, Reason: ____________________________________________________________
3. Is the product verified against the original SKU?
   ☐ Yes
   ☐ No
   If No, Reason: ____________________________________________________________
4. Is resale eligibility assessed correctly?
   ☐ Yes
   ☐ No
   If No, Reason: ____________________________________________________________
5. Are non-sellable items segregated immediately?
   ☐ Yes
   ☐ No
   If No, Reason: ____________________________________________________________

‍

System & Billing Impact

1. Is the return or exchange processed correctly in the POS system?
   ☐ Yes
   ☐ No
   If No, Reason: ____________________________________________________________
2. Are refund amounts calculated accurately?
   ☐ Yes
   ☐ No
   If No, Reason: ____________________________________________________________
3. Is the correct payment mode used for refunds (cash, card, wallet)?
   ☐ Yes
   ☐ No
   If No, Reason: ____________________________________________________________
4. Is inventory updated immediately after processing?
   ☐ Yes
   ☐ No
   If No, Reason: ____________________________________________________________
5. Is the receipt or confirmation shared with the customer?
   ☐ Yes
   ☐ No
   If No, Reason: ____________________________________________________________

‍

Documentation & Follow-Up Impact

1. Is the return/exchange reason recorded accurately?
   ☐ Yes
   ☐ No
   If No, Reason: ____________________________________________________________
2. Are return/exchange records maintained properly?
   ☐ Yes
   ☐ No
   If No, Reason: ____________________________________________________________
3. Are recurring return reasons identified?
   ☐ Yes
   ☐ No
   If No, Reason: ____________________________________________________________
4. Are high-value or suspicious returns escalated?
   ☐ Yes
   ☐ No
   If No, Reason: ____________________________________________________________
5. Is the return/exchange case closed and signed off?
   ☐ Yes
   ☐ No
   If No, Reason: ____________________________________________________________

Benefits of Returns & Exchange Checklist

1. Improves customer satisfaction and trust
2. Ensures consistent policy-compliant handling
3. Reduces billing and inventory errors
4. Helps identify recurring return issues

‍How Pazo Can Enhance Returns & Exchange Checklist

1. Assigns tasks to staff handling returns
2. Assigns tasks to staff handling returns
3. Captures reasons for returns and exchanges
4. Standardises return and exchange procedures