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Making Returns and Warranty Claims Easier to Follow

A step-by-step guide and status log for returns, faulty items and warranty claims, so every case was handled the same way.

ABM Global · Customer service and warehouse

1 guide

Used by the whole team

Clear

Status for every case

Fewer

“Where is my refund?” follow-ups

The Challenge

Returns and warranty claims involve customer service, the warehouse and sometimes the supplier. Without one clear process, cases took longer and customers kept asking “where is my refund?”.

My Role

Wrote the guide and kept the status log up to date.

What I Did

  1. 1

    Wrote down each step a return or claim goes through, from request to refund or replacement

  2. 2

    Created a status log: requested, label sent, in transit, received, inspected, refunded or replaced

  3. 3

    Listed which photos and details to ask for on faulty-item and warranty claims

  4. 4

    Shared the guide with the team and updated it when the process changed