E-commerce returns: one connected workflow
The customer message, order record and warehouse check belong to the same process.
Connect the request to an order
Verify the order and product first, asking for missing information. A system can organise the stated return reason for the team, but should not invent new return conditions.
Keep pending work visible
When the item arrives, add the warehouse check. The responsible person reviews the outcome and approves the customer communication where required. Refund actions remain within authorised systems and roles.
Learn from the process
Look at waiting time, missing information and repeated reasons together. The goal is a consistent status for customers and staff, as well as faster replies.