Refund & Reship Analyst

About The Role

The Refund & Reship Analyst is responsible for analyzing refund and reship cases to ensure accurate root cause identification, tagging of errors to the correct department, and driving process improvement. The role focuses on achieving daily analysis targets, minimizing disputes, and supporting organizational efforts to reduce refund and reship errors across functions.

Key Responsibilities

• Case Analysis & RCA
• Review refund and reship cases daily to determine the underlying cause of error (people, process, policy, system, product, or customer-related).
• Conduct structured Root Cause Analysis (RCA) for each case and document findings accurately.
• Ensure error tagging to the right department (e.g., Sales, Production, QC, Dispatch, CX, etc.) for accountability and process improvement.
• Reporting & Accuracy
• Maintain an updated tracker of analyzed cases with complete and accurate details.
• Ensure 100% accuracy in error tagging and data entry.
• Highlight recurring issues or process gaps to the Quality Manager or Process Excellence Team.
• Share daily / weekly RCA dashboards or reports as per defined cadence.
• Target & Performance Management
• Achieve daily order analysis targets as defined by management.
• Maintain low dispute rates.
• Support continuous improvement initiatives by providing insights from case trends.
• Cross-Functional Collaboration
• Collaborate with respective department SPOCs to validate findings and clarify case details.
• Participate in calibration sessions to ensure consistency in analysis and tagging standards.
• Support Quality and Ops teams in creating preventive action plans to reduce refund / reship frequency.
• Compliance & Process Adherence
• Follow defined SOPs and refund / reship workflows.
• Ensure compliance with internal quality guidelines and SLAs.
• Maintain confidentiality and accuracy in handling customer and order data.

Skills & Competencies Required

Educational Qualification & Experience

Behavioral Attributes

Skills Required

Attention To Detail, google sheets , Excel, Reporting Tools