Free standard operating procedure template

A standard operating procedure (SOP) with purpose, scope, roles, numbered steps, quality checks and a revision history table. Use it to document any repeatable process so every team member does it the same way.

What's in this template

Standard Operating Procedure: Customer Order Returns

1. Purpose

This procedure sets out how returned customer orders are received, inspected, graded and put back into stock or disposed of. Following it keeps refunds accurate, returns sellable stock to the shelf within 48 hours and protects the company from fraudulent returns.

2. Scope

This SOP applies to all online and mail-order returns received at the Dublin distribution centre. It does not cover store returns, which follow SOP RET-STR-002, or vendor returns, which follow SOP WH-OPS-019.

3. Roles and responsibilities

4. Equipment and systems

• Handheld scanner with the Manhattan WMS returns app
• Inspection bench with lightbox and lint roller
• Grade labels (A green, B yellow, C red)
• Poly bags, tissue and size stickers

5. Procedure

5.1 Receiving

1. Collect return parcels from the carrier dock at 8:00 am, 12:00 pm and 3:00 pm.
2. Scan the return label on each parcel. The system shows the order number and expected items.
3. If a parcel has no return label, place it in the Unknown Returns cage and log it on form WH-F-22.

5.2 Inspection

4. Open the parcel on the inspection bench and check that the items match the return authorisation.
5. Inspect each item for wear, stains, odours, missing tags and damage, using the lightbox for fabrics.
6. Photograph any item that does not match the order or shows signs of use, and attach the photos in the app.

5.3 Grading

7. Grade each item:
   • Grade A: unworn, tags attached, original packaging. Return to stock.
   • Grade B: unworn, tags or packaging missing. Repackage and return to stock as open box.
   • Grade C: worn, damaged or soiled. Send to the outlet or liquidation cage.
8. Apply the matching coloured grade label and scan it to the item in the app.

5.4 Put-away and refund

9. Place grade A and B items on the put-away cart by zone. Put-away must be complete within 48 hours of receipt.
10. Submit the return in the app. This triggers the refund in customer service's queue.
11. Move grade C items to the liquidation cage and log the reason code.

6. Quality checks

• The returns lead re-inspects 1 in every 20 graded items each shift and records the result on form WH-F-23.
• Grading accuracy must stay at or above 98%. Any associate below 95% in a week receives refresher training.
• Every item flagged as a possible fraud (wrong item returned, item swapped) is checked by the returns lead before any refund.
• The supervisor reviews the daily dashboard for returns older than 48 hours and assigns them first thing the next morning.

7. Related documents

• WH-OPS-019 Vendor Returns
• RET-STR-002 Store Returns
• WH-F-22 Unknown Returns Log
• WH-F-23 Returns Quality Audit Form

8. Revision history

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