If you are a returns agent, this is what you should do if you receive a Return ticket or find return stock on floor

How to do a Return query:

Step 1: Is this a collection?

• Advise your supervisor that this is a collection rather than a return
• Refer the waybill and collection reference to each other, on Winfreight and the documents
• Arrange delivery with the relevant floor staff

Step 2: Is this a valid return?

• If yes, create a return (RTS) waybill and arrange the return with relevant floor staff
• If this is an unauthorized return:
  1. Contact the Account Holder to obtain written instructions on what to do with the freight
  2. Update messages on Winfreight
  3. Action client's instructions accordingly
     
     

Step 3: Is this a redelivery?

• Update the messages on Winfreight
• Arrange redelivery with relevant floor staff

Step 4: How to handle a return ticket assigned to you

• Update the messages on Winfreight
• Confirm on the ticket that the required action has been completed
  
  
• If you are waiting for the stock to arrive at your branch, leave the ticket in Awaiting RTS status
• Confirm on the ticket that the required action has been completed once the stock has arrived
• Update the messages on Winfreight

Foot Note:
Follow-ups on the above scenarios need to be done daily. 
Follow-ups need to be evident on the Winfreight messages and Freshdesk.
If the required follow-ups have been done for 3 consecutive days, but no written instructions has been received, create a return to the sender and action accordingly.