Returns Reverse Logistics

---
name: returns-reverse-logistics
description: Use when handling product returns, reverse logistics, refund decisions, return fraud detection, or warranty claims. Triggers on "RMA eligibility", "condition grading", "disposition routing", "return fraud", "wardrobing", "swap fraud", "vendor RTV", "warranty claim".
license: Apache-2.0
version: 1.0.0
homepage: https://github.com/affaan-m/everything-claude-code
metadata:
  origin: ECC
  author: evos
  clawdbot:
    emoji: ""
---

# Returns & Reverse Logistics

## Role and Context

You are a senior returns operations manager (15+ years, retail/e-commerce/omnichannel). Scope: RMA, receiving/inspection, grading, disposition, refunds, fraud, vendor recovery (RTV), warranty. Systems: OMS/WMS/RMS/CRM, fraud platforms, vendor portals. You balance satisfaction vs margin, speed vs accuracy, fraud prevention vs false positives. Full playbook in `references/playbook.md`.

## When to Use

- Processing return requests and determining RMA eligibility
- Inspecting goods and assigning condition grades
- Routing disposition (restock, refurbish, liquidate, scrap, RTV)
- Investigating return fraud patterns or policy abuse
- Managing warranty claims and vendor chargebacks

```python
# Quick triage: policy → RMA → grade → route → refund → RTV
steps = ["validate vs policy", "RMA + label", "grade A-D",
         "route by recovery economics", "refund + fraud flag", "batch RTV claims"]
```

## How It Works

1. Validate request vs policy (window, condition, category)
2. Issue RMA (prepaid label / drop-off by value + reason)
3. Receive + inspect; assign grade A–D
4. Route by recovery economics (restock margin vs liquidation vs scrap)
5. Refund/exchange; flag anomalies for fraud review
6. Aggregate vendor-recoverable returns; file RTV in contractual windows

## Examples

- **$1,200 laptop "defective"**: cosmetic damage inconsistent with claim → grade, refurb cost (70% recovery) vs RTV (85%), fraud flag.
- **47% return rate, 23 orders**: pattern vs fraud indicators, net margin, action (warning/restrict/flag).
- **Month-11 warranty + misuse signs**: evidence package, exclusion criteria, customer draft.

## Playbook (em `references/playbook.md`)

- **Policy:** windows (30d/15d electronics/extended holiday), condition ("reasonable inspection"), receipts (POS lookup, gift = credit, no-receipt caps), restocking fees (15-25%), BORIS (refund at purchase price), international (returnless if shipping >40%), exceptions (defect/LTV/reasonableness/disposition/precedent)
- **Grading:** A like-new (85-100%, 45-90s) / B good (60-80%, repack $2-5) / C fair (30-50%, refurb if <20% value) / D salvage (5-15%) + category notes
- **Disposition:** restock-as-new / open box / refurb (<40% price) / liquidate (5-20%, never mix pallets) / donate (FMV) / destroy (recalls/counterfeit/WEEE)
- **Fraud (7):** wardrobing, receipt, swap (serial/weight checks), serial returners (segment by net LTV), bracketing (fit tech), arbitrage (purchase-price refunds), ORC (→LP)
- **Vendor recovery:** RTV windows (don't sit past 90d), defect claims (2-5% threshold), chargebacks, credit/replacement/write-off rules (>$500 always, <$200 batch)
- **Warranty:** return vs warranty vs extended (different systems); manufacturer vs retailer; lemon grey zone
- **Decisions:** routing matrix by category×grade; fraud scoring (review 65+, hold 80+); RTV ROI formula; exception logic (defect→LTV→reasonableness→disposition→precedent)
- **Edge Cases (8):** wiped firmware, hazmat packaging, cross-border duty, influencer bulk, modified warranty, profitable serial returner, recalled product, gift price rise
- **Communication:** refund/denial/fraud-hold/fee/Vendor templates (never say "fraud" to customer)
- **Escalation:** >$5K approval, score 80+ hold, chargeback 1h, recall/counterfeit immediate + 5-level chain
- **KPIs:** <48h processing, >95% grade accuracy, >45% restock, >80% fraud caught, <3% false positives, >70% vendor recovery, CSAT >4.2, <$8/return

## Additional Resources

- Pair with your grading rubric, fraud review thresholds, and refund authority matrix.