Create Customer Support/returns_refunds_policy.md

Customer Support/returns_refunds_policy.md

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+# Returns, Refunds & Exchanges Policy Manual
+**Document ID:** CS-RET-001 | **Version:** 7.3 | **Owner:** VP Customer Care
+**Effective:** 2025-01-01 | **Review Cycle:** Annual
+
+## 1. Purpose
+Defines Walmart's return, refund, and exchange policies across in-store,
+online, and marketplace channels, including category exceptions, receipt
+requirements, refund methods, and fraud prevention.
+
+## 2. Standard Return Window
+| Category | Window | Condition |
+|---|---|---|
+| General merchandise | 90 days | Original packaging |
+| Electronics | 90 days | Receipt required |
+| Computers | 30 days | Receipt required |
+| Cell phones | 14 days | Carrier activation |
+| Major appliances | 48 hours | Delivery damage only |
+| Furniture | 30 days | Original packaging |
+| Apparel | 90 days | Tags attached |
+| Jewelry | 90 days | Receipt + ID |
+| Grocery (perishable) | 100% satisfaction | Any time |
+| Grocery (shelf-stable) | 90 days | Unopened |
+| Health & Beauty | 90 days | Unopened |
+| Pharmacy | Per state law | Prescription required |
+| Firearms/Ammo | No returns | Federal law |
+| Hazardous materials | No returns | Safety |
+| Gift cards | No returns | N/A |
+| Marketplace items | Seller policy | See §7 |
+
+## 3. Receipt Requirements
+- **In-store**: Receipt preferred; no-receipt returns allowed up to
+  **$50** with valid ID (tracked via **Return Authorization System**).
+- **Online**: Order number or account lookup sufficient.
+- **Gift receipts**: Exchange only, no cash refund.
+- **No-receipt limit**: 3 returns per 6 months per customer.
+
+## 4. Refund Methods
+| Original Payment | Refund Method | Timing |
+|---|---|---|
+| Cash | Cash | Immediate |
+| Debit card | Debit card | 3–5 business days |
+| Credit card | Credit card | 5–10 business days |
+| Gift card | Gift card | Immediate |
+| EBT | EBT | Immediate |
+| Walmart Pay | Walmart Pay | 3–5 business days |
+| PayPal | PayPal | 5–7 business days |
+| Affirm/Klarna | Original lender | 5–10 business days |
+
+## 5. No-Receipt Returns
+- Limit: **$50 per transaction**, **3 per 6 months**.
+- Valid government ID required.
+- Refund issued as **Walmart gift card** or **cash** (if < $25).
+- System checks **Return Authorization System** for abuse patterns.
+
+## 6. Online Returns
+- **Free returns** by mail for most items.
+- **In-store returns** accepted for online orders.
+- **Pickup returns**: Schedule via app; driver picks up.
+- **Print-at-home label** or **QR code** at store.
+- Refund issued within **24 hours** of scan receipt at carrier.
+
+## 7. Marketplace Returns
+- Seller sets return policy (must be ≥ 30 days).
+- Walmart+ members: Walmart handles returns.
+- Non-members: Seller handles returns.
+- Disputes escalated to **Walmart Marketplace Resolution**.
+- Refund guaranteed by Walmart if seller unresponsive within 7 days.
+
+## 8. Fraud Prevention
+Red flags:
+- Multiple no-receipt returns
+- High-value electronics returns
+- Returned item not matching receipt
+- Empty box returns
+- Receipt fraud
+
+Actions:
+- Flag in **Return Authorization System**
+- Require manager approval
+- Ban customer from returns (with Corporate approval)
+
+## 9. Exceptions & Escalation
+| Scenario | Approver |
+|---|---|
+| Return > 90 days | Store Manager |
+| Refund > $500 | Store Manager |
+| Refund > $2,000 | Market Manager |
+| Refund > $10,000 | Regional Manager |
+| Fraud suspicion | Asset Protection |
+
+## 10. KPIs
+| KPI | Target |
+|---|---|
+| Return processing time | ≤ 5 min in-store |
+| Refund accuracy | ≥ 99.5% |
+| Customer satisfaction | ≥ 4.5/5 |
+| Fraud rate | ≤ 0.3% of returns |