The activities associated with receiving, verifying and responding to an inquiry about the terms and conditions for product returns. This may include collecting case specific information, initial problem identification and offering options to the customer. An Inquiry may result in (trigger) the S402 process.
Process Return Inquiry is a Reverse Logistics process.
- In a Call Center: Responding to customer calls regarding return processes
- In Retail: Responding to inquiries at the returns counter
- In Retail: Responding to customer questions and/or initial problem identification
|S401||Process Return Inquiry||3||S401|
Note: Common inputs and outputs are listed in alphabetical order. Other inputs and outputs may be required to support varying use cases.