Returns recovery and disposition
Returns disposition SOP: a template for small fashion brands
A one-page returns disposition SOP for small fashion brands: intake, inspection, grade, route, sign-off and records. Copy it and fill in the blanks.
2 November 2026 · 3 min read · Taimoor ul Hassan, founder, WeaveCycle
This is a one-page standard operating procedure for deciding what happens to each returned item: restock, resale, repair, recycle or, in documented cases only, disposal. Copy it, replace the placeholders in angle brackets, and pin it at the returns bench. It uses the same grades as our condition grading checklist.
1. Intake
- One opener per shift.
- Match the parcel to the return request or order before opening it.
- Record, per item:
order_id,sku,received_at,opened_by. - If the outer packaging is damaged and the item is too, keep the parcel and labels intact and photograph both before opening further. This is your carrier claim evidence.
- Anything that does not match the order goes to the exceptions shelf, not into the flow.
2. Inspection
- One bench, fixed daylight-balanced light, clear surface.
- Check identity (SKU, size, colour), then odour, stains, seams, hardware, lining, tags and packaging.
- Smell the item as soon as the bag is opened.
- Wet, mouldy or soiled items: bag, tag
QUARANTINE-<date>, move to the quarantine bin. They leave quarantine only when an inspector records a decision with initials and time.
3. Grade
Use one grade only:
| Grade | Meaning |
|---|---|
| A | Sellable as new |
| B | Sellable with a discount or a fix under <in_house_repair_minutes> minutes |
| C | Needs repair beyond that, or only the materials are useful |
| Not saleable | Unsafe, contaminated or counterfeit |
4. Route
| Grade | Default route | Handling |
|---|---|---|
| A | Restock | Refold, new polybag, scan into sellable stock |
| B | Resale | Label OUTLET, add condition note to the listing, or fix and restock |
| C | Repair if estimate < <repair_threshold>, else recycle or materials buyer |
Repair ticket with estimate; weekly repair pickup |
| Not saleable | Hold for decision | Record reason and evidence; manager decides |
The default is a starting point. If another allowed route recovers more for a particular item, take it and note why.
5. Disposal (exceptions only)
Disposal is never a default route.
- It needs a manager's sign-off and one written reason: unsafe, counterfeit or IP-infringing, damaged beyond cost-effective repair, or refused by the charities you offered it to.
- Photograph the item and the defect, and record who decided and when.
- File the disposal partner's certificate with the record.
If your company is large, the EU ban on destroying unsold clothing applies, returns count as unsold, and recycling can count as destruction. See the EU ban on destroying returned clothes.
6. Photos
Photograph exceptions only: grades B, C and Not saleable, wrong items, missing parts, carrier damage, anything likely to be disputed. Name files <orderID>_<sku>_<n>.jpg and attach them to the return record before the item leaves the bench.
7. Sign-off
- Inspector initials for routine decisions.
- Manager initials for overrides, disposal and any item over
<high_value_threshold>. - Non-routine decisions made within
<approval_hours>hours.
8. Records
Per item: order_id, sku, grade, defect_code, route, inspector, decided_at, photo_files, disposal_reason (if any). Store these in your returns system or as Shopify metafields, not in a notebook. See what your warehouse should record on each return.
Placeholders to fill in
<in_house_repair_minutes>, <repair_threshold>, <high_value_threshold>, <approval_hours>, owner of this SOP: <name>, review date: <date>.
Why SOPs like this fail
- More than one bench grading to different standards.
- No release step for quarantine.
- Too many route codes, so people guess.
- Thresholds left blank, so people skip the rule.
- Disposal treated as a normal route.
Running it in WeaveCycle
In WeaveCycle the same grades and routes are set in your return policy, disposal is off unless you turn it on and requires a reason when used, and every decision is recorded with who made it. See how it works. For setting up the physical bench, see the inspection station setup checklist.