Process returns
How process returns are reshaped as AGI capability advances.
The bottom line
Only about 25% of Process returns is information work today — the rest is physical, and moves slowly. The exposure is concentrated in the back office: the books, the paperwork, the scheduling, the marketing.
Why: Although the lens prior ('Plan and manage customer service operations') generally suggests a hybrid-to-digital workflow, the specific process description ('Acquiring returns and identify if the returns are scraped or salvaged') indicates a highly physical task. Because determining whether a returned item must be scrapped or salvaged requires hands-on physical inspection and material handling, with only secondary digital inventory logging, the scalar is placed in the high physical band.
grounded in the economy graph · digital scalar 0.25 · physical
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How the work flows
Trigger: A customer or distributor returns a product to the facility accompanied by a return request or authorization.
- Receive the returned item and log it into the return management system
- Verify the received item against the return merchandise authorization
- Inspect the product condition to assess damage, defects, and completeness
- Determine the appropriate disposition status such as restock, salvage, or scrap
- Route the physical item to the designated processing zone or waste stream
- Update inventory records and trigger the customer credit or replacement workflow
Outcome: The returned product is physically inspected, categorized for salvage, restocking, or scrap, and routed to its final disposition while inventory records are updated.