Standard Operating Procedure (SOP): Package Returns Management

Overview & Document Control

This Standard Operating Procedure (SOP) outlines the revised hub-based sorting, routing, and status tracking workflows for package returns across the Zippy Courier Delivery network.  

Revision History

 Purpose & Scope

• Purpose: To establish a consistent, transparent, and professional process for processing, routing, and marking return orders on the Admin Portal, maintaining high service standards and complete accountability.  

• Scope: This SOP applies to the Customer Experience (CX) Team, Operations Team, Hub Coordinators, and all staff handling return packages across the Zippy Courier Delivery network.  

 Returns Process Overview (New Hub Flow)

All returns are routed through a structured hub-based sorting system. Collected returns are stored at local hubs and categorized based on two main criteria:  

1. Return Type: Merchant Returns vs. Regular Individual Customer Returns.  

2. Sub-Region Classification: In-Sub-Region vs. Out-of-Sub-Region.  

               [ Return Package Collected at Hub ]                               |       +-----------------------+-----------------------+       |                                               | [ Merchant Returns ]                           [ Customer Returns ]       |                                               |  Sent to HQ                                    Categorized By       |                                      Sub-Region Location Returned to Merchant                                  | via Vans during Pickups            +-------------------+-------------------+                                   |                                       |                       [ In-Sub-Region Returns ]               [ Out-of-Sub-Region Returns ]                                   |                                       |                           Sorted at Local Hub                    Transported to HQ                                   |                                       |                         Dispatched via Local DP                 Routed to Sender's Hub                                                                           |                                                                 Dispatched via Hub DP

High-Level Routing Rules

• Merchant Returns: Transported directly to Head Office (HQ) via designated vans and returned to merchants during scheduled pickup runs.  

• In-Sub-Region Returns: Retained and managed within the local hub, then dispatched directly to the sender.  

• Out-of-Sub-Region Returns: Transported to Head Office (HQ) via vans, routed to the destination sender's hub, and sorted to local Delivery Partners (DPs) for final delivery.  

Step-by-Step Return Workflows

Workflow A: Merchant Customer Returns

Follow these steps when managing return packages belonging to merchant accounts:  

1. Identification & Logging: Upon receiving a return request, the CX Representative (or assigned staff) documents the Order ID and Reason for Return.  

2. Aging Audit (14-Day Rule): CX identifies all merchant packages remaining at the sorting center for fourteen (14) days or more and adds them to the Returns Report.  

3. Portal Status Update: CX shares the Returns Report with the Operations Team to mark these items as "Pending Return" on the Admin Portal.  

4. Merchant Approval: CX sends the Returns Report to the merchant for explicit approval prior to processing.  

5. Hub Sorting: Upon merchant approval, returned packages are transferred to the designated hub and categorized under Merchant Returns.  

6. HQ Transit & Return: Merchant returns are transported to Head Office (HQ) via designated vans and delivered back to the merchant during scheduled pickup runs.  

7. Final Status Completion: Once successfully handed over to the merchant, the order status is updated to "Package Returned" on the Admin Portal.  

Workflow B: Individual Customer Returns

Follow these steps when an individual customer requests a return to the original sender:  

1. Log Return Request: CX Representative captures the Order ID and Reason for Return.  

2. Set Customer Expectations: CX informs the customer that all return orders are processed on the next business day.  

3. Portal Update: Operations Team updates the order status to "Pending Return" on the Admin Portal.  

4. Create Return Order: CX creates a new RETURN order on the Admin Portal using the Return Merchant Account, scheduling it for next-day pickup and delivery.  

5. Hub Arrival & Classification: Return packages are sent to the nearest designated hub and classified as either In-Sub-Region or Out-of-Sub-Region.  

6. Dispatch & Routing:

   • In-Sub-Region Returns: Sorted at the hub and assigned directly to Delivery Partners (DPs) for final delivery to the sender.  

   • Out-of-Sub-Region Returns: Transported to Head Office (HQ) via vans, routed to the sender’s destination hub, sorted, and assigned to local DPs for final delivery.  

7. Portal & CX Sync: Upon final delivery, the Operations Team updates the return status on the Admin Portal and shares the updated returns list with CX.  

8. Master Documentation: CX updates and maintains the record in the centralized tracking sheet (Google Docs/Sheets).  

Tracking & Accountability

To maintain complete end-to-end visibility, control, and revenue recovery across all return orders, strict tracking protocols must be followed.  

⚠️ Mandatory Policy: Every return order must be fully traceable across each stage of its lifecycle:

Initiation → Hub → Head Office (HQ) (where applicable) → Final Delivery.  

Centralized Returns Tracker Required Fields

The CX Team maintains the Centralized Returns Tracker, capturing the following mandatory details for every order:  

• Order ID  

• Return Type (Merchant or Individual)  

• Hub Location  

• Sub-Region Classification (In-Sub-Region or Out-of-Sub-Region)  

• Status Updates  

• Final Delivery Confirmation  

Team Responsibilities Matrix