RETURNS EXECUTIVE- WEBSITE D2C
Key Responsibilities
Return & Exchange Management
- Handle return and exchange requests raised via website, email, or customer support tools
- Validate requests as per return policy (timeline, product condition, eligibility)
- Initiate reverse pickups and track shipments until closure
- Ensure timely processing of refunds, replacements, or store credits
Customer Communication
- Act as the primary point of contact for return-related queries
- Provide timely updates to customers on return status, refunds, and exchanges
- Handle escalations with empathy and professionalism to ensure a positive experience
Coordination with Warehouse & Logistics
- Work closely with warehouse teams for QC (quality check) of returned products
- Ensure correct categorization (resalable, damaged, defective)
- Coordinate with courier partners for reverse pickups and issue resolution
Refunds & Reconciliation
- Process refunds through payment gateways (Razorpay, Stripe, etc.) or initiate store credits
- Maintain accurate records of refunds processed
- Reconcile return data with finance team to ensure no discrepancies
Data Tracking & Analysis
- Track return rates, reasons for returns, and exchange trends
- Identify recurring issues (size, quality, product mismatch, etc.)
- Share insights with product, catalog, and operations teams to reduce returns
Pay: ₹30,000.00 - ₹32,000.00 per month
Benefits:
- Health insurance
- Leave encashment
- Paid sick time
- Paid time off
- Provident Fund
Experience:
- E-Commerce: 2 years (Preferred)
Work Location: In person
