Return & Refund Associate

 

The Return & Refund Associate is responsible for handling and resolving return and refund cases across major marketplaces such as Lazada, Shopee, and TikTok. The role focuses on investigating incidents, validating claims, coordinating with Customer Service and Inventory Systems, and ensuring accurate and timely resolution of post-purchase concerns. The Associate also supports the team in identifying recurring issues and maintaining accurate records of return and refund transactions.

Key Responsibilities

1. Return & Refund Management

• Handle and process return and refund requests across Lazada, Shopee, and TikTok.
• Investigate return and refund cases by reviewing available evidence, including order details, packing records, photos, videos, and other supporting documents.
• Validate customer claims and determine the appropriate resolution based on company guidelines and marketplace policies.
• Monitor and resolve cases within platform-mandated SLAs to minimize delays and potential penalties.
• Escalate complex, high-value, or disputed cases to the appropriate team or supervisor for further review.

2. Cross-Functional Coordination

• Coordinate with Customer Service regarding customer concerns, case details, and required actions for return and refund requests.
• Work closely with Inventory Systems to verify inventory movements, item availability, return statuses, and other relevant order information.
• Coordinate with Warehouse, Logistics, and other internal teams when additional investigation or supporting information is required.
• Ensure that relevant teams are updated on case status and required next steps.

3. Case Documentation & Monitoring

• Maintain accurate and complete records of return and refund cases, including case details, findings, resolutions, and supporting evidence.
• Monitor pending cases and follow up with relevant teams to ensure timely closure.
• Track refund amounts, returned items, and other relevant transaction details for proper documentation and reconciliation.
• Identify recurring return and refund issues and escalate trends or concerns to the appropriate team.

4. Reporting & Process Support

• Assist in preparing regular reports on return and refund cases, including case volume, refund values, reasons, and resolution status.
• Support the team in identifying common incident types and operational issues based on case data.
• Provide accurate case information and insights that may help improve return and refund processes.
• Follow established policies, marketplace guidelines, and internal procedures when handling all post-purchase cases.

Key Performance Indicators (KPIs)

• Case Resolution Time: Average time taken to investigate and resolve return and refund cases.
• SLA Compliance: Percentage of cases resolved within the required marketplace and internal SLAs.
• Case Accuracy: Accuracy and completeness of case investigation, documentation, and resolution.
• Refund Accuracy: Accurate processing and documentation of approved refund amounts.
• Case Closure Rate: Percentage of assigned return and refund cases successfully resolved and closed within the required timeframe.

Qualifications

• Experience: 1+ years in E-commerce Operations or Customer Success, specifically within the Lazada/Shopee/TikTok ecosystem.
• Platform Knowledge: Proficiency in Seller Center tools (Lazada University, Shopee Seller Education, TikTok Shop Partner).
• Analytical Skills: Ability to use Excel/Google Sheets to identify trends in raw data exports.
• Soft Skills: High emotional intelligence for conflict resolution and "de-escalating" frustrated customers.
• Attention to Detail: Ability to spot discrepancies in unboxing videos and weight measurements.