– 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.
- Valuable 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

(phone hidden)

Pay: ₹20,000.00 - ₹25,000.00 per month

Work Location: In person

📌 Returns & Refund Executive (Delhi)
🏢 GREAT INDIA OVERSEAS
📍 Delhi