About The Team

The Return & Refund Analyst is the first line of execution in the warehouse-side RR process — responsible for the accurate investigation, processing, and resolution of return and refund cases arising from warehouse operations.

This role manages the full case lifecycle from receipt to closure: reviewing return requests, conducting root cause analysis on warehouse-fault cases, coordinating evidence gathering (including CCTV and pre-shipment documentation), and interfacing with cross-functional teams such as Logistics, Seller Operations, Disputes, and Payments to drive timely and accurate resolutions.

The ideal candidate is detail-driven, process-oriented, and thrives in a fast-paced operations environment — someone who takes ownership of case quality, proactively flags systemic issues, and contributes to reducing warehouse-fault RR rates through disciplined execution and data-informed insights.

Job Description

Return & Refund Case Management

Review, validate, and process warehouse-related return and refund cases in accordance with established SOPs and turnaround time standards
Accurately update and maintain case records across systems (e.g., GDoc, Salesforce, internal RR trackers) throughout the full case lifecycle
Assess each case to determine warehouse fault vs. non-fault classification, ensuring decisions are backed by evidence and aligned with policy
Coordinate with the Warehouse Operations and CCTV teams to gather footage, pre-shipment photos, and supporting documentation for dispute resolution
Ensure completeness and accuracy of all case details before closure, minimizing error rates and rework

Dispute Handling & Escalation

Manage dispute cases by working with relevant teams (Logistics, Seller Operations, Payments, Disputes) to investigate and reach appropriate resolutions
Prepare evidence packages and coordinate wallet adjustment requests for validated RTS (Return to Sender) and lost parcel claims
Escalate unresolved, complex, or high-impact cases to the RR Lead with clear documentation and recommended course of action
Liaise with third-party logistics partners to follow up on claims and ensure credits are properly reflected in the Scommerce account

Performance Monitoring & Reporting

Track and monitor daily case volumes, resolution rates, and aging cases to ensure SLA compliance
Prepare regular case status reports and summary trackers for review by the RR Lead
Analyze RR trends — including fault type, warehouse location, and operator-level patterns — to identify recurring issues and escalate for corrective action
Support the team's overall goal of reducing warehouse-attributable RR% by contributing data-backed observations to improvement initiatives

Process Compliance & Continuous Improvement

Adhere to all RR processing guidelines, quality standards, and system controls
Identify process gaps, inconsistencies, or policy misalignments and surface them to the RR Lead for review
Participate in team calibration sessions, SOP reviews, and process improvement initiatives
Support onboarding and knowledge transfer for new team members as needed

Requirements

Bachelor's degree in Business Administration, Supply Chain, Logistics, Operations Management, or a related field.
Experience in returns management, claims processing, logistics operations, warehouse operations, or a related customer/seller-facing operations role.
Fresh graduates with strong analytical foundations and internship experience in operations are welcome to apply.
Solid understanding of e-commerce returns and refund processes, including warehouse-side case handling and dispute workflows.
Proficiency in Google Workspace (GDoc, GSheets) and/or Microsoft Office; experience with Salesforce or case management tools is an advantage.
Strong attention to detail — able to review case documentation accurately under volume pressure.
Analytical mindset with the ability to identify patterns and surface insights from case data.
Clear and professional written and verbal communication skills for cross-functional coordination.
Strong process discipline and ability to follow SOPs consistently while flagging improvement opportunities.
Able to manage a high volume of cases simultaneously while maintaining quality and meeting SLA targets.
Team player with a collaborative attitude and a proactive approach to problem-solving.

Return & Refund Analyst, SCommerce