Returns and support

Support Agent starts from the affected apparel order. The exception identifies a type, time raised, detail, support owner and current status. The types cover size or color shortages, ship-to address issues, payment holds, damaged or defective items, late shipments, compliance or labeling and other support follow-up. Each points to the same source order that carries the buyer, line variants, payment evidence and fulfillment history.

A return or exchange is a fulfillment event with its own units, date, location and status. It should not be confused with a new order line or a payment refund. Payment evidence can show Refunded, but the team should check the linked evidence before closing the support issue. Attachments can carry a return authorization or other supporting document and remain linked to the order.

• Exception intake. Record the affected order, issue type, detail and support owner.
• Event review. Check shipped, delivered and returned or exchanged units by date and location.
• Resolution. Write the resolution note and move the exception through investigation or escalation.

Agree who receives issues from shoppers and wholesale accounts, who investigates a stock shortage and who may close an exception. Define what evidence is needed for a damaged item, late shipment or ship-to correction. Keep customer fit and return notes available to the support team while limiting edits to authorized staff. Decide when an escalated order requires a new review decision rather than a support-only resolution.

A received return event describes the operational event. A refund result belongs to payment evidence. If payment processing or warehouse intake is handled elsewhere, connect that system and record its reference in the appropriate evidence. The support owner should never close a case based only on an expected event.

A shopper reports a damaged shoe after shipment. Support Agent opens the order and checks the style, size and color line, the Shipped event and any later Delivered event. They record a damaged item exception and attach the relevant evidence. When a returned or exchanged event is recorded, they compare its units with the original order. They check whether payment evidence reflects any refund before writing a resolution note. If the case affects an already Executed order, the correction path records an escalation decision and receipt for compensation instead of erasing the shipment history.

• Open Order and Support Exceptions — Active issues grouped by type and assigned owner.
• Shipped, Delivered and Returned Events — Operational events to compare with the customer’s report.

See returns and support and correction and cancellation.