- Santriya Technologies is seeking an AI Returns & Reverse Logistics Analyst to analyze and coordinate returns, refunds and reverse-logistics flows using AI-assisted reason classification and anomaly detection to improve recovery, customer experience and product quality.

- Product & documentation operating model: You will be assigned one or more company products, client solutions or operational services.

- The approved product documentation, SOPs, policies, process maps, knowledge articles, release notes, controls, scripts and AI runbooks are the source of truth.

- Use only approved enterprise AI tools to retrieve, summarize, draft, classify, prioritize or automate work.

- Validate material AI outputs against current documentation and authoritative system data, record exceptions, and escalate conflicts or missing guidance.

- Do not invent product features, prices, customer entitlements, engineering limits, regulatory positions or safety instructions.

- Key Responsibilities:
- Monitor return initiation, pickup, receipt, inspection, refund and disposition flows.

- Use AI to classify reasons, summarize evidence and detect unusual return patterns, validating before customer-impacting action.

- Coordinate warehouse, customer care, carrier, seller/vendor, finance and fraud teams.

- Ensure refund and replacement decisions follow documented product and policy rules.

- Analyze return drivers by product, supplier, content, damage and delivery cause.





- Improve disposition to resale, repair, vendor return, recycle or write-off based on approved rules.

- Escalate suspected abuse/fraud with evidence rather than automated accusation.

- Feed return insights into content, quality, packaging and supplier improvement.

- AI-enabled ways of working:

- Use approved GenAI copilots, enterprise search/RAG, analytics and workflow agents to reduce repetitive work and improve decision preparation.

- Keep prompts, outputs and automated actions within approved data-access, confidentiality and retention rules.

- Correct inaccurate summaries, classifications or recommendations before they become customer, operational or system records.

- Feed recurring AI errors, knowledge gaps and process friction into product, documentation and control improvement.

- Human accountability: AI is a copilot, not the accountable decision-maker.

- The role holder remains responsible for judgement, quality, privacy, security and appropriate escalation.

- Credit, fraud blocking, legal/regulatory, financial advice, safety-critical, clinical, employment and other high-impact decisions must follow delegated authority and required human review.

- Success Measures:
- Return cycle time and recovery value improve

- Avoidable returns decline
- Customer refunds remain accurate and timely

- Fraud controls improve without harming legitimate customers

📌 AI Returns & Reverse Logistics Analyst (Chennai)
🏢 Santriya Technologies
📍 Chennai