Returns SOP For HLC

Returns SOP For HLC

Objective: 

This SOP outlines the process for handling returns in a structured and consistent manner while ensuring the accuracy of inventory tracking, quality control, and seamless communication with clients/brands. The return process will be followed strictly in order to meet clients’ requirements, improve operational efficiency, and maintain customer satisfaction

1. Return Window

• Returns will be initiated within 5-10 business days after the delivery date (back at HLC).

• Exceptions to this rule:

  • Returns may be accepted before the 5/10-business-day window based on specific agreements with the client/brand.

2. B2B and Wholesale Returns (Bulk Returns)

• Returns that involve B2B, wholesale orders, or 10 or more items must be placed as a Purchase Order (P.O.) to ensure proper tracking and processing.

  • Process:

    1. The client must submit a Purchase Order (P.O.) with the return details.

    2. The receiving team will review and process the P.O. for returns.

    3. Ensure the inventory for these returns is logged accurately for restocking.

    4. If P.O’s are Received, But needs to be bagged and Tagged/labeled Returns will then step in to Support and Assist. -This would be considered a special project and would be handled accordingly. 

3. Returns Platforms & Tracking

• Returns will be processed through the platform preferred by the brand/client, which may include:

  • Loop

  • Return Logic

  • Redo

  • Happy Returns

• If the brand/client does not have a returns platform, the returns will be tracked using an Excel spreadsheet. The spreadsheet will include:

  • Return date

  • SKU

  • Quantity

  • Condition (e.g., damaged, unopened)

  • Restocking status

  • Tracking information (if applicable)

• The returns Excel sheet will be shared and pinned in the brand's Slack channel for visibility and easy reference.

4. Returns Processing & Quality Control

• Once a return is received:

  1. Quality Assurance (QA): The returned items will undergo a thorough QA process.

     • Inspect the condition of the item (defects, damages, or mismatches).

     • Ensure that the item is resellable or needs further processing (repackaging, relabeling).

  2. Rebagging: If necessary, the items will be rebagged.

  3. Relabeling: Items that require relabeling will be done at this stage.

5. Special Maintenance Requirements for Returns

• If the returns require extra maintenance (e.g., dry cleaning, steaming, or any other special treatments before repacking), this must be clearly communicated to upper management.

  • Ensure that time and resources needed for these extra steps are understood and accounted for.

  • Note: Any delays or extra time for special maintenance should be promptly updated to upper management and factored into the processing time.

6. Returns Inventory Location

• Once returns are processed (QA'd, rebagged, and relabeled):

  1. Items will be placed in the brand's dedicated returns location in the warehouse.

  2. Depending on the brand’s preference, these returns can either be placed:

     • In the returns section.

     • Next to the brand’s actual inventory.

  3. The return inventory locations will be updated in Packiyo for accurate tracking and visibility.

7. Label Re-Creation & Template Requirements

• To ensure proper handling and avoid confusion, all brands are required to send a PDF/Template of their SKU’s and Barcodes for label re-creations. This ensures that labels are accurately reprinted and attached to the returns.

8. Communication & Collaboration

• Any discrepancies or challenges with the returns process should be communicated promptly between the logistics team and the brand’s contact.

• Any issues regarding SKU mismatches, label creation, or restocking will be immediately escalated for resolution.