Returns reason analyzer

"Didn't fit" is not a reason, it is a symptom. This skill codes every return comment into a root cause and sends each cause to the team who can fix the product page, the size chart or the box.

When to use

• Monthly, on the returns export for the period.
• When a SKU's return rate jumps after a new batch or a new supplier.

Input

Returns: order ID, SKU, units, reason picked in the form, customer comment, inspection note from the warehouse. Sales: units sold per SKU in the same period. Product page data per SKU: size chart present, measurements, photos count, material stated.

Root-cause codes

• SIZE_SMALL / SIZE_LARGE / FIT — size chart gap or cut differs from comparable brands.
• DAMAGED_TRANSIT — box or product damaged on arrival; check packing and carrier.
• DEFECT — fault in manufacturing; confirmed by inspection note.
• NOT_AS_DESCRIBED — color, material, size or function differs from the page.
• WRONG_ITEM — picking error.
• CHANGED_MIND — no product fault; withdrawal within 14 days.
• UNCLEAR — not enough text to code; never force a code.

The warehouse inspection note overrides the customer's picked reason when they conflict.

Method

1. Code each return; keep a quote of the comment as evidence.
2. Return rate per SKU = returned units ÷ sold units. Report SKUs with ≥ 20 units sold only.
3. Flag SKUs whose rate is ≥ 1.5× their category average.
4. For each flagged SKU, name the dominant code (≥ 40% of its returns) and the fix.

Fixes by code

• Size: add garment measurements in cm, a "runs small" note from return data, fit photos.
• Not as described: reshoot color in daylight, state material percentages.
• Damaged: packing spec change or carrier claim pattern.

Output format

SKU 3302 Linen shirt M — sold 140, returned 31 (22%, cat. avg 11%)
dominant: SIZE_SMALL 19/31 — "tight across shoulders", "order one size up"
fix: add chest/shoulder width in cm to PDP; note "runs small, size up"
UNCLEAR: 4 returns without comment

License

MIT