Process returned goods

This standard is about processing returned goods. These could be from customers, clients or from within your own organisation. It involves checking the returned goods to identify their condition and the reason for return and recording them on the stock control system.

This standard is relevant to all operatives who process returned goods as part of their job role.

1.    maintain the health and safety of yourself and others at all times, in line with the relevant legislation and organisational requirements
2.    assess the risks associated with the work before starting and throughout the activity, take action to minimise risks where possible or report in line with organisational procedures
3.    confirm that the required personal protective equipment (PPE) for the work being carried out is worn at all times in line with organisational procedures
4.    confirm that the relevant training has been received to carry out the work, recognise the limits of your competence and seek access to further training where required
5.    comply with the policies and procedures of the organisation and the relevant legal and organisational requirements relating to the return of goods
6.    confirm the type, quantity and condition of the goods being returned
7.    confirm information on the reasons for returning the goods
8.    record details of the returned goods and update the organisation stock control system in line with organisational procedures
9.    place the returned goods in the relevant location according to their condition, in line with organisational procedures 
10.    maintain effective communication with colleagues when carrying out the work
11.    deal effectively with issues that arise within the scope and limitations of your responsibilities and competence and report issues which cannot be resolved, in line with organisational procedures
12.    maintain the work area in a clean and tidy condition throughout the activity

1.    your responsibilities under the relevant health and safety legislation and organisational requirements
2.    how to identify hazards and assess risks associated with the work being carried out, and the suitable control measures and Safe Systems of Work (SSoW) that can be put in place to reduce risks
3.    the relevant personal protective equipment (PPE) that should be worn when processing returned goods
4.    the organisation’s policies and procedures and the relevant legal and organisational requirements relating to the return of goods
5.    how to identify and access the information required to carry out the work
6.    the main reasons for returning goods in your organisation
7.    how goods can be returned and the arrangements required for their return
8.    what needs to be checked when receiving returned goods
9.    how to update the organisation’s stock control system
10.    how to sort returned goods, including damaged and hazardous goods 
11.    the roles and responsibilities of colleagues and why it is important to maintain communication and work effectively with colleagues when carrying out your work
12.    the issues that may occur when processing returned goods, the actions to take and the organisational procedures for reporting issues that cannot be resolved
13.    the importance of maintaining the work area in a clean and tidy condition when carrying out work activities and the organisational standards for this
14.    the information and recording systems used by the organisation and the legal and organisational requirements for maintaining records, including data protection legislation and organisational procedures for data security

Health and safety includes mental and physical wellbeing

Personal Protective Equipment (PPE) could include: high-visibility clothing, hard hats, protective clothing, eye protection, masks, gloves, safety footwear

Reasons for returning goods: damaged, faulty, incorrect item, incorrect quantity, no longer required, expired shelf life etc

Safe System of Work (SSoW) is a method of work that puts in place control measures arising from a risk assessment, in order to manage identified hazards, which are broken down into four elements: safe person; safe equipment; safe place; and safe practice.

Stock control system: manual, computerised, warehouse management systems, radio frequency