SOP - Returns Daraz Bangladesh

Title Page

Site conducted
Conducted on
Prepared by
Location
Warehouse

QCC SOP

Acknowledging email is given on Customer returns is being generated after receiving from 3PL to and DEX? Check recent Email
All the packages, that cannot be inbounded are being kept separate bin. (24 Hours) ? Verify the Bins and the Date on AWB must be under SLA
Stamping Process is being followed after receiving of packages? Verify Physically
Receiving trollies are marked with dates, to comply with FIFO? Verify Physically
Email is being escalated to CS team regarrding offline (Tracking not in system) packages? Verify recent email
Correct initial QC is performed and right retagged reason is selected? Verify Physically
Item are being distributed by the authorized person (Runner)? Verify Physically
Items are being distributed on FIFO basis? Verify Physically
Items are being moved from RC to QC location before processing? Verify Physically
QC agent are putting the RTC/ RTM/ RTW Scrap in their respective bin after making logistics closure? Verify Physically
Runner is picking the processed item in presence of QC agent? Verify Physically
Runner is reconsiling the LC location against the picked item? Verify Physically
All the extra items are handed over to CS on daily basis with 24 hours? Verify Physically
Decision making tool is being used to mark logistics closure? Verify Physically
Seller/Customer Support is intimidated for RTV/RTC? Check recent Email
All the pending cases have been escalated on Xspace wrt RTC/Scrap, RTM/Scrap, RTM > 4,000? Verify Physically
During Xspace ticket, clear image of package and DM screenshot is being added? Verify Physically
Processor is using his own ID? Verify Physically
All the handover activity is being performed when 3PL is in QCC for pickup? Verify Physically
Email is sent on handover to DEX and 3PL? Check recent Email
Email is sent on handover to DEX and 3PL? Check recent Email
Only those tracking are handed over to 3PL, which has been maked as 'Hand-over' in RMS? Verify Physically
All the location that exist in RMS are physically available on floor? Verify Physically
All the location that are physically availible on floor are tagged and have the correct items on them? Verify Physically
All the trolley are properly tagged with permanent sheets? Verify Physically
Weekly emails are required to be sent to management for visibility on scrap handovers? Verify Physically
New RN is being generated by CS for retail item, in case of 'invalid' reason selected by customer which needs to be marked as RTC. Verify Physically
For Electronics, if complaints are regarding quality issue, QC Agent will perform QC for greater than Rs.1000, else RTC for less than Rs.1000? Verify Physically
QCC will be escalating an email/ Xspace ticket for further investigation of damaged/missing/wrong item, marked as scrap? Verify Physically
No item is kept in the red zone/ scrap area with more than one month ageing. (check on a sample basis)? Verify Physically
Does not fit/ Change of mind decision is only applicable in fashion category, only if customer has selected the reason. Change of mind is not applicable for some of sellers also for fashion category so this point can be excluded? Verify Physically
Packages which are recieved from (DEX or 3PL) must be inbounded within same Day ? Check in System Check Tracking# in RMS and check Recieving Time must be under SLA Check Physically by checking the Package Date in the recieving Area of QCC
Are the inbounded Items processed within 48 Hours (3PL, DEX and other City DEX)? Check in System QCC Backlog file (Target 95%) Check Physically -Check the Backlog Trolleys -Are the Stacking of Packages is Good/Bad
In case of RTM/RTC for High Value Item (>= Rs 10000), the case is raised to CS team for DEX within 24 hours? Check in System QCC Backlog file Check Physically -Check the Offline Inventory -Are the Package stacking done properly -Are the packages kept in Trolleys/Pallets
In case of RTM/RTC for High Value Item (>= Rs 10000), the case is raised to CS team for 3PL (SLA: 48 Hours)? Check in System QCC Backlog file Check Physically -Check the Offline Inventory -Are the Package stacking done properly -Are the packages kept in Trolleys/Pallets
No LC (logistic closure) packages kept in the 4 colour bins (RTW/RTM/RTC/Scrap) after 48 hours? Check in System QCC Backlog file Check Physically By checking the time of LC report pasted on the package

Inventory Management

Are all protocols for using the bin being followed as defined in the policy?
Are all the pallets standardized as per the protocols defined in the policy?
Are all the pallets standardized as per the protocols defined in the policy?
Are the invetory capacity levels maintained? (as defined in the policy)
Are the handling protocols being followed as per the policy?
Are the handling protocols being followed as per the policy?

Package Handling

Boxes/carton/package/Item is not kept on floor
Boxes are stacked in such a way that they don’t fall off due to imbalance with proper weight distribution
Fragile packages must be kept according to the correct orientation.
No throwing of any sort of package into trolley/carton from distance