Return & Refund Analytics (Laguna), SCommerce
ShopeeAbout 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.
What you'll do
Return & Refund Case Management
- Review, validate, and process warehouse-related return and refund cases in accordance with established SOPs and turnaround time standards
- Accurately update and maintain case records across systems (e.g., GDoc, Salesforce, internal RR trackers) throughout the full case lifecycle
- Assess each case to determine warehouse fault vs. non-fault classification, ensuring decisions are backed by evidence and aligned with policy
- Coordinate with the Warehouse Operations and CCTV teams to gather footage, pre-shipment photos, and supporting documentation for dispute resolution
- Ensure completeness and accuracy of all case details before closure, minimizing error rates and rework
Dispute Handling & Escalation
- Manage dispute cases by working with relevant teams (Logistics, Seller Operations, Payments, Disputes) to investigate and reach appropriate resolutions
- Prepare evidence packages and coordinate wallet adjustment requests for validated RTS (Return to Sender) and lost parcel claims
- Escalate unresolved, complex, or high-impact cases to the RR Lead with clear documentation and recommended course of action
- Liaise with third-party logistics partners to follow up on claims and ensure credits are properly reflected in the Scommerce account
Performance Monitoring & Reporting
- Track and monitor daily case volumes, resolution rates, and aging cases to ensure SLA compliance
- Prepare regular case status reports and summary trackers for review by the RR Lead
- Analyze RR trends — including fault type, warehouse location, and operator-level patterns — to identify recurring issues and escalate for corrective action
- Support the team’s overall goal of reducing warehouse-attributable RR% by contributing data-backed observations to improvement initiatives
Process Compliance & Continuous Improvement
- Adhere to all RR processing guidelines, quality standards, and system controls
- Identify process gaps, inconsistencies, or policy misalignments and surface them 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 as needed
Requirements
- 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.
- Team player with a collaborative attitude and a proactive approach to problem-solving.
- Willing to report in Laguna Warehouse