Returns Management¶

management fulfillment

Customer returns can be requested, authorised, received, inspected and processed to completion.

Manages the end-to-end reverse logistics flow: return request, merchant authorisation, customer shipping or in-store drop-off, physical receipt, condition inspection, restock or disposal decision, and refund or store-credit issuance. Supports in-store, courier, and drop-point return methods.

Overview¶


ID	`returns-management`
Domain	fulfillment
Classification	`management`
Actors	`customer`, `store-associate`, `warehouse-associate`, `customer-service-agent`, `system`
Services	5
Events	13
Processes	2
Applications	2

Services¶

ID	Name	Description
`request-return`	Request Return	Initiates a return request for one or more items from a completed order, capturing reason codes.
`authorize-return`	Authorize Return	Evaluates a return request against return policy and authorises it, issuing a return authorisation number (RAN).
`receive-return`	Receive Return	Records the physical receipt of returned items at the destination (store or DC).
`inspect-return`	Inspect Return	Inspects received return items for condition, grading them as resalable, damaged, or write-off.
`process-return`	Process Return	Finalises the return: triggers inventory restock or disposal, and initiates refund or credit issuance.

Events Emitted¶

Event	Subject	Description
`return-requested`	``	A customer submitted a request to return one or more items from an order.
`return-authorized`	``	The return request was reviewed and authorised; a return authorisation number was issued.
`return-received`	``	The returned item(s) were physically received at the return processing location.
`return-inspected`	``	The returned item(s) were inspected and their condition was recorded.
`return-accepted`	``	The return was accepted after inspection; the refund or exchange process was initiated.
`return-approved`	``	A supervisory approval was granted for processing the return.
`return-rejected`	``	The return was rejected following inspection; the item will not be accepted.
`return-dispatched`	``	The returned item was dispatched back to the customer after rejection.
`return-refunded`	``	A monetary refund was issued to the customer for the accepted return.
`refund-created`	``	A Refund has been initiated against a captured payment as part of return processing.
`return-created`	``	A Return request has been created against a closed order.
`refund-initiated`	``	A Refund request has been created and submitted to the payment provider.
`refund-cancelled`	``	A Refund request has been cancelled before settlement.

Processes¶

Process	Name	Classification
`boris`	BORIS	post-sale
`return-anywhere`	Return Anywhere	post-sale

Applications¶

Application	Name	Tier
`fms`	FMS
`pos`	POS

Metrics & KPIs¶

Metric	Alias	Unit	Direction
Return Rate	RR	percentage	↓
Return Processing Time	RPT	days	↓

Touchpoints¶

Touchpoint	Type
💻 Web Store	Digital
💻 Mobile App	Digital
🏪 Physical Store	Physical
🏪 Self-Service Kiosk	Physical
🤝 Call Centre / Customer Service	Assisted

Validation Rules¶

Rule	Type	Applies To	Severity
`boris-requires-order-with-items`	`pre-condition`	`boris`	invariant
`return-anywhere-requires-return-window`	`pre-condition`	`return-anywhere`	constraint