Returns & Refund Executive

Job Description – Returns \& Refund Executive

• *Department:** E\-commerce Operations
• *Job Title:** Returns \& Refund Executive
• *Experience:** 1–3 Years (E\-commerce experience preferred)
• *Employment Type:** Full\-Time

Job Overview

We are looking for a detail\-oriented and responsible Returns \& Refund Executive to manage customer returns, refund requests, order cancellations, and return\-related queries across our e\-commerce platform. The candidate will be responsible for ensuring smooth return and refund operations, timely resolution of customer issues, and accurate coordination with internal teams.

Key Responsibilities

• Manage daily return and refund requests received through the e\-commerce platform.
• Process refund requests accurately and ensure timely completion as per company policies.
• Monitor returned orders, delivery status, RTO (Return to Origin), and reverse logistics.
• Coordinate with courier partners and logistics teams regarding return pickups and shipment status.
• Verify returned products, order details, payment status, and refund eligibility.
• Handle customer queries related to refunds, returns, replacements, and cancellations.
• Investigate delayed refunds, missing returns, damaged products, and incorrect product claims.
• Maintain accurate records of all return and refund transactions.
• Coordinate with the accounts, warehouse, customer support, and operations teams to resolve issues.
• Prepare daily/weekly reports on returns, refunds, pending cases, and resolved complaints.
• Identify recurring return issues and suggest improvements to reduce return rates and refund delays.
• Ensure all cases are handled within defined TAT (Turnaround Time).

Required Skills \& Qualifications

• 1–3 years of experience in e\-commerce returns, refunds, or operations.
• Good knowledge of the return and refund process.
• Understanding of RTO, reverse logistics, COD and prepaid orders.
• Basic knowledge of payment gateways and refund processing.
• Good communication and coordination skills.
• Strong follow\-up, problem\-solving, and data management skills.
• Good command of MS Excel / Google Sheets.
• Ability to manage multiple cases and meet deadlines.

Preferred Experience

• Experience working with e\-commerce platforms such as Amazon, Flipkart, Shopify, or other online marketplaces.
• Familiarity with order management systems (OMS), courier portals, and payment reconciliation.

Key Performance Indicators (KPIs)

• Timely refund processing.
• Pending return/refund case management.
• Refund TAT compliance.
• Accuracy in refund processing.
• Reduction in unresolved customer complaints.
• Proper coordination with logistics and warehouse teams.

• *Interested candidates can share their updated resumes.**

Looking for immediate joiners

9700009936

Pay: ₹20,000\.00 \- ₹25,000\.00 per month

Work Location: In person