Returns & Refunds

Queue, suspicious patterns, and refund velocity.

2 suspicious

Refund queue

Ref	Branch	Cashier	Reason	Amount	Status
RF-2041	Gwarinpa	Fatima Y.	Item defective	₦42,000	Pending
RF-2040	Wuse 2	Amaka N.	Wrong size	₦12,000	Approved
RF-2039	Apo	Ngozi E.	Customer changed mind	₦22,000	Pending
RF-2038	Wuse 2	Grace O.	Duplicate charge	₦8,000	Approved
RF-2037	Gwarinpa	Fatima Y.	No receipt	₦34,000	Investigating

Return reasons

Defective34%

Wrong item24%

Changed mind22%

Duplicate12%

Other8%

Refund trend

14 days

1234567891011121314

RefundsSuspicious

Suspicious patterns

Fatima Y. — 4 refunds this week, all near end-of-shift
L-10 Gwarinpa — 3 refunds without receipt
Apo Pharmacy — Pharmacy items refunded after 24hr window

Refund value

₦412k+9%

Refund rate

1.8%

Avg resolution

18h-4h

Open cases

Serial refunders

Fraud probability

24%

Operational workspace — what is happening

Refund register

Today

Ref	Customer	Branch	Reason	Value	Risk	Stage
RFD-4412	Adaeze N.	Wuse 2	Damaged	₦18,200	Low	Approved
RFD-4413	Walk-in	Apo	Wrong item	₦6,400	Low	Approved
RFD-4414	Sani B.	Wuse 2	Expired	₦12,800	Medium	Review
RFD-4415	Walk-in	Gwarinpa	Change of mind	₦4,200	Medium	Review
RFD-4416	Repeat #442	Apo	Damaged	₦22,600	High	Investigation
RFD-4417	Repeat #518	Wuse 2	Damaged	₦16,400	High	Investigation

Refund lifecycle events

Live feed

Case escalated18:20
RFD-4416 · fourth claim by same customer
Refund approved16:10
RFD-4412 · ₦18,200
Root cause logged14:30
Expired stock at Apo pharmacy
Case resolved11:00
RFD-4402 closed after review
Pattern alert09:20
7 serial refunders identified

Investigation queue

6 in queue

RFD-4416 investigation

High risk · ₦22,600

Open

RFD-4417 investigation

High risk · ₦16,400

Open

Expired stock root cause

Apo pharmacy

Open

Serial refunder review

7 customers

Open

Supplier quality claim

Damaged batch

Open

Policy refresher training

All cashiers

Open

Analytics workspace — why is it happening

Refund value vs rate

7 days

MonTueWedThuFriSatSun

Refund reason mix

Damaged38%

Expired22%

Wrong item18%

Change of mind14%

Other8%

Refunds by hour

08101214161820

High-risk products by refund value (₦k)

Ranked

Fresh dairy

Bakery

Pharmacy OTC

Beverages

Household

Return heat map by branch / reason

Heat map

	Damaged	Expired	Wrong	Mind	Other
Wuse 2	42	18	22	16	8
Gwarinpa	30	14	18	12	6
Apo	24	34	12	8	4

Refund frequency vs customer value

Correlation

Root cause analysis

Comparative

Root cause	Cases	Value	Owner
Cold chain break	18	₦96k	Ops
Expiry management	14	₦74k	Inventory
Scanning error	11	₦42k	Training
Supplier quality	9	₦58k	Procurement

Management workspace — exceptions & approvals

Exception centre

3 open

Seven serial refunders identifiedLoss Prevention

Repeat claimants with four or more refunds in 30 days, all damaged-goods reasons.

Expired stock refunds at ApoInventory

Expiry-related refunds are 2.4x the network average.

Cold chain break casesOperations

18 cases totalling ₦96k linked to temperature excursions.

Pending approvals

Awaiting sign-off

Block-list serial refunders
7 customers
Review
Supplier quality claim
₦58k recovery
Review
Cold chain capex
Apo chiller service
Review

Manager action queue

Assigned

Action	Owner	Due	Priority
Complete high-risk refund investigations	Loss Prevention	Today	High
Fix expiry rotation at Apo pharmacy	Inventory	This week	High
Service the cold chain equipment	Facilities	This week	Medium
File the supplier quality claim	Procurement	Next week	Medium

Escalations

Routed upward

Refund fraud exposureEscalated

Estimated ₦2.1M annualised if the pattern continues.

Stock disposition board

· Where returned goods ended up

Return to shelf

412 units

₦2.84M recovered

Return to supplier

96 units

₦1.12M claim raised

Damaged goods

58 units

₦486k written off

Quarantine

31 units

₦298k held

Dispose

22 units

₦164k loss

Repair / repack

18 units

₦96k recoverable

Exchange completed

148 units

₦1.46M retained

Awaiting decision

44 units

₦372k pending