SOP-SAL-02: Returns, Warranty & Refund Governance

1. Purpose

To define a controlled and compliant process for handling customer returns, warranty claims, refunds, and replacements, ensuring margin protection, traceability, and regulatory compliance.

2. Scope

Applies to all B2C and B2B sales, including marketplace and direct website orders, covering refurbished laptops and custom-built gaming PCs.

3. Roles & Responsibilities

Customer Service – Initial return logging and communication.

Technician – Fault diagnosis and condition assessment.

Operations Lead – Final disposition approval.

Finance Function – Refund processing and reconciliation.

4. Procedure

1. Log return request in Odoo Helpdesk/Repairs module.
2. Validate eligibility under return window or warranty terms.
3. Issue Return Authorisation (RMA) reference.
4. Receive returned item and record serial confirmation.
5. Perform diagnostic testing and regrading.
6. Identify root cause (customer misuse, defect, transit damage).
7. Decide disposition: Restock, Repair, Replace, or Scrap.
8. Update system stock status accordingly.
9. Process refund or replacement in line with policy.
10. Close case with documented resolution summary.

5. Warranty Governance

• Standard warranty period recorded at time of sale.
• Warranty claims must reference original order and serial number.
• Unauthorised returns without RMA may be rejected.
• Evidence required for transit damage claims.
• Repeated defect patterns must trigger supplier review.

6. Control Points

• No refund without system-recorded return receipt.
• Serial verification mandatory for serialised devices.
• Disposition decision requires Operations Lead approval.
• Refunds must reconcile with marketplace settlement reports.
• Monthly return rate analysis required.

7. Required Evidence / Records

• Return request log
• RMA reference record
• Serial verification log
• Diagnostic assessment report
• Disposition decision record
• Refund confirmation record

8. Risks & Mitigation

Risk: Return fraud → Mitigation: Serial verification and RMA control.

Risk: Excessive warranty costs → Mitigation: Root cause tracking and supplier review.

Risk: Marketplace penalties → Mitigation: SLA compliance and timely communication.

Risk: Margin erosion → Mitigation: Disposition approval and restock governance.

9. Review & Approval

Review Cycle: Quarterly

Next Review Date: 18 May 2026