Return And Refund Analytics Laguna SCommerce

About The Team

The Return & Refund Analyst is the first line of execution in the warehouse-side RR process, responsible for the accurate investigation, processing, and resolution of return and refund cases arising from warehouse operations.

This role manages the full case lifecycle from receipt to closure: reviewing return requests, conducting root cause analysis on warehouse-fault cases, coordinating evidence gathering (including CCTV and pre-shipment documentation), and interfacing with cross-functional teams such as Logistics, Seller Operations, Disputes, and Payments to drive timely and accurate resolutions.

The ideal candidate is detail-driven, process-oriented, and thrives in a fast-paced operations environment, someone who takes ownership of case quality, proactively flags systemic issues, and contributes to reducing warehouse-fault RR rates through disciplined execution and data-informed insights.

Job Description

Return & Refund Case Management

• Review, validate, and process warehouse-related return and refund cases end-to-end, from intake to closure, per established SOPs and turnaround time standards, maintaining accurate case records across systems (Google Docs, Salesforce, internal RR trackers)
• Determine warehouse-fault vs. non-fault classification for each case, backed by evidence (CCTV footage, pre-shipment photos, supporting documentation) and aligned with policy
• Coordinate with Warehouse Operations, Logistics, Seller Operations, Payments, and Disputes teams to investigate and resolve disputed cases, including preparing evidence packages and coordinating wallet adjustments for validated RTS (Return to Sender) and lost parcel claims
• Liaise with third-party logistics partners to follow up on claims and confirm credits are properly reflected in the SCommerce Accounts
• Escalate unresolved, complex, or high-impact cases to the RR Lead with clear documentation and a recommended course of action
  
  

• Track daily case volumes, resolution rates, and aging cases to ensure SLA compliance; prepare regular case status reports and trackers for the RR Lead
• Analyze RR trends by fault type, warehouse location, and operator-level patterns to identify recurring issues and surface improvement opportunities
• Adhere to RR processing guidelines, quality standards, and system controls; flag process gaps or policy misalignments to the RR Lead for review
• Participate in team calibration sessions, SOP reviews, and process improvement initiatives; support onboarding and knowledge transfer for new team members
  
  

• Bachelor's degree in Business Administration, Supply Chain, Logistics, Operations Management, or a related field.
• Experience in returns management, claims processing, logistics operations, warehouse operations, or a related customer/seller-facing operations role.
• Fresh graduates with strong analytical foundations and internship experience in operations are welcome to apply.
• Solid understanding of e-commerce returns and refund processes, including warehouse-side case handling and dispute workflows.
• Proficiency in Google Workspace (GDoc, GSheets) and/or Microsoft Office; experience with Salesforce or case management tools is an advantage.
• Strong attention to detail, able to review case documentation accurately under volume pressure.
• Analytical mindset with the ability to identify patterns and surface insights from case data.
• Clear and professional written and verbal communication skills for cross-functional coordination.
• Strong process discipline and ability to follow SOPs consistently while flagging improvement opportunities.
• Able to manage a high volume of cases simultaneously while maintaining quality and meeting SLA targets