Returns at floor speed for a marketplace retailer

Post-purchase was the brand's weak point: returns and RMAs sat in a shared inbox, policy checks were manual, and resolution times stretched past a week.

We rebuilt the returns workflow end to end, policy-checked on intake, approved or escalated by an agent, and routed to fulfilment automatically, with an operator on the edge cases.

Resolution time more than halved, post-purchase CSAT climbed, and the team redeployed off the inbox onto retention work.