Returns Root Cause
Returns spiking on a SKU or reason code. Attributes cause, routes it.
Return rate on a SKU exceeds its category benchmark by 10 points, or a single reason code more than doubles inside 30 days.
Product content flagged for correction in the PIM; quality case raised in Salesforce; OMS reason-code mapping updated.
Every write is gated on an approver role you name. Nothing runs unattended.
- Decompose returns by reason code, size, colour, channel and fulfilment node.
- Separate the four real causes: product defect, description or imagery mismatch, sizing, and fulfilment error.
- Route each to the team that can actually fix it. A photography problem sent to the buyer dies there.
- Open a case with the evidence and the estimated annualised cost of leaving it alone.
- Close when the return rate returns to benchmark for 30 days.
Return rate on the SKU over 60 days vs. benchmark, valued at the fully loaded cost of a return.
The case closes on this number, not on the action being taken. A playbook without a close condition is a dashboard.
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