Dispatch and logistics11 checkseach timeabout 5 minutes, estimate; adjust for site

Customer return receipt checklist

This checklist covers receiving, checking and recording goods a customer sends back. Tick each item at the point of work and record any failure.

0 of 11 checked

1Check the order and goods

Return authorisation is recordedMUST
Customer and original invoice are known
Returned package count is checked
Goods condition is photographed

2Prepare movement and documents

Usable and damaged goods are separated
Quality disposition is requested
Customer claim quantity is reconciled

3Hand over and close

Return GRN is recorded
Credit note decision is assignedMUST
Replacement requirement is checked
Return case is signed closedMUST

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When to use it

The dispatch in-charge uses this list each time this job or event occurs. Allow about 5 minutes for the checks, plus time for any problem found. Work from the dispatch plan, packing list and document folder. Look at the actual item before ticking it. Mark No when evidence is missing and explain why.

Its scope is specific: receiving, checking and recording goods a customer sends back. First confirm return authorisation is recorded, then examine the relevant work before approval or handover. The person named at the top should complete the checks as the work happens. Do not sign a page from memory later.

If an item is a "No"

For a failed (must) check, hold the affected work at its current stage. The dispatch in-charge records the item, current job or lot, time and a clear note. Tell the person authorised to release that work. Do not tick Yes after simply sending a message. Recheck the item and record who accepted it before proceeding.

For this checklist, pay particular attention when item code matches original sale cannot be confirmed. Check the supporting record or the actual material. A photo alone may not prove a measurement or approval. Note missing evidence.

For other failures, name an owner and due date. Escalate safety, compliance or customer risks before release.

Common mistakes

Ticking customer and original invoice are known without looking at the actual item or source record.
Writing "done" when usable and damaged goods are separated has not been checked.
Closing the sheet even though return GRN is recorded is still unknown.
Filing the page with no name, no date or no owner for failed items.

Make it your own

Print this on A4 or keep it in a shared sheet. Add a column for the person clearing each failed item. In a packaging business, adapt the references to the part, lot, machine or delivery document your team actually uses. In pharma, name the local register and sign-off owner. Remove a check only if it truly cannot apply, and write down why. Do not remove critical safety or statutory checks without qualified review.

Try the list on a real job, then ask the dispatch in-charge which records were hard to find. Keep one approved version with a revision date so the team uses the same checks.

A checklist only works if someone ticks it, every time, and someone reads it.

Questions people ask

Who should sign the customer return receipt checklist?

The dispatch in-charge who performed the check signs it. If a different person approves release, capture that name too. Do not use another person’s signature.

What if return authorisation is recorded cannot be confirmed?

Mark No, describe what you looked at and hold the affected work if it is a critical item. Ask the authorised owner to decide the next action. Keep the result in the same record.

Can we use the short version instead of the full checklist?

Use the short version for a quick reminder. The full list has the remaining checks, failed-item notes and signature. Keep it for the actual decision and review.