Return & Refund Analytics (Laguna), SCommerce

Shopee; Manila; On-site; PHP 335,000 - 558,000; Full time

Job summary

Shopee is seeking a Return & Refund Case Management specialist to review, validate, and process warehouse-related refund cases end-to-end. You will coordinate with Operations, Logistics, Payments, and Disputes teams to resolve cases and ensure accurate records across systems.

The role emphasizes data tracking, SLA adherence, and continuous improvement. Ideal candidates will document evidence packages, escalate complex issues, and support knowledge transfer for new team members while maintaining

Qualifications

Responsibilities

• Review, validate, and process warehouse-related return and refund cases end-to-end, from intake to closure, per SOPs and turnaround time standards
• Maintain accurate case records across systems (Google Docs, Salesforce, internal RR trackers)
• Determine warehouse-fault vs. non-fault classification with evidence (CCTV footage, pre-shipment photos, supporting documentation) and aligned with policy
• Coordinate with Warehouse Operations, Logistics, Seller Operations, Payments, and Disputes teams to investigate and resolve disputed cases
• Prepare evidence packages and coordinate wallet adjustments for validated RTS (Return to Sender) and lost parcel claims
• Liaise with third-party logistics partners to follow up on claims and confirm credits are reflected in the SCommerce Accounts
• Escalate unresolved, complex, or high-impact cases to the RR Lead with documentation and a recommended course of action
• Track daily case volumes, resolution rates, and aging cases to ensure SLA compliance; prepare regular case status reports and trackers for the RR Lead
• Analyze RR trends by fault type, warehouse location, and operator-level patterns to identify recurring issues and surface improvement opportunities
• Adhere to RR processing guidelines, quality standards, and system controls; flag process gaps or policy misalignments to the RR Lead for review
• Participate in team calibration sessions, SOP reviews, and process improvement initiatives; support onboarding and knowledge transfer for new team members

Job description

Return & Refund Case Management

• Review, validate, and process warehouse-related return and refund cases end-to-end, from intake to closure, per established SOPs and turnaround time standards, maintaining accurate case records across systems (Google Docs, Salesforce, internal RR trackers)
• Determine warehouse-fault vs. non-fault classification for each case, backed by evidence (CCTV footage, pre-shipment photos, supporting documentation) and aligned with policy
• Coordinate with Warehouse Operations, Logistics, Seller Operations, Payments, and Disputes teams to investigate and resolve disputed cases, including preparing evidence packages and coordinating wallet adjustments for validated RTS (Return to Sender) and lost parcel claims
• Liaise with third-party logistics partners to follow up on claims and confirm credits are properly reflected in the SCommerce Accounts
• Escalate unresolved, complex, or high-impact cases to the RR Lead with clear documentation and a recommended course of action

Performance Monitoring & Process Improvement

• Track daily case volumes, resolution rates, and aging cases to ensure SLA compliance; prepare regular case status reports and trackers for the RR Lead
• Analyze RR trends by fault type, warehouse location, and operator-level patterns to identify recurring issues and surface improvement opportunities
• Adhere to RR processing guidelines, quality standards, and system controls; flag process gaps or policy misalignments to the RR Lead for review
• Participate in team calibration sessions, SOP reviews, and process improvement initiatives; support onboarding and knowledge transfer for new team members