This SOP outlines the end-to-end process for handling customer returns at Daraz Bangladesh within QCC operations. It covers same-day inbounding from DEX and 3PL, FIFO controls, stamping and binning, and quality checks. Guidance includes selecting correct retag reasons; managing RTC, RTM, RTW, and Scrap bins; and using RMS for tracking and logistics closure. The SOP defines handover procedures to DEX/3PL, required email escalations to Customer Support and Xspace ticketing with evidence, and weekly reporting on scrap. It sets SLAs for processing (e.g., 48 hours), rules for high-value items, electronics criteria, inventory and pallet standards, trolley tagging, and safe package handling. The checklist emphasizes audit readiness, location accuracy, and preventing backlog through disciplined warehouse practices.
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