Keep the whole return case together
How we help
A return request may be approved in a conversation but never reach the warehouse or finance queue. Customers keep asking for updates because eligibility, parcel receipt, inspection and refund decisions are recorded in different places.
BrownBag administers returns and exchanges using your policy and approval rules. We capture the request, coordinate the evidence and communicate the next step while tracking warehouse and finance handoffs. This gives the customer a coherent case history and helps your team distinguish work awaiting a decision from work already completed.
Discuss this service →The work, step by step
How the work is handled
Assess and authorise the request
Record the order, products, reason and requested remedy. Check the information against your returns policy and obtain any required approval, then explain the agreed return or exchange instructions to the customer.
Connect the parcel and the decision
Track the return reference and request the receipt or inspection outcome from the warehouse. Present exceptions to the decision owner with the relevant evidence, keeping the customer’s request connected to the physical goods.
Coordinate the remedy and close the case
Pass approved refund details to finance or release the agreed exchange order. Record completion information, update the customer and reconcile open cases so an approved action does not remain indefinitely in a handoff queue.
Clear handover
What you receive
- Return eligibility and authorisation record
- Customer instructions and case communication history
- Exchange or refund approval handover
- Open-case, completion and finance status tracker
Start the conversation
Prepare your brief
These details help us scope the work:
- Returns, exchange and refund policies
- Order history and warehouse status access
- Finance contacts and remedy approval rules
Your questions, answered
Is this the same as returns inspection?
No. This page covers the customer and administrative workflow. Physical condition checks and restocking are separate warehouse tasks; their findings feed the remedy decision recorded in this case.
Can an exchange be tracked through to dispatch?
Yes. We link the approved replacement order to the original case and follow its dispatch handoff. Stock availability and any price difference are resolved through your agreed exchange rules.