Grow arc · Issue to Resolution

RAINAReturns & Warranty digital coworker

To validate the return or warranty entitlement, guide the customer, and keep the physical and financial journey aligned.

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Returns & Warranty · Issue to Resolution

RAINA

PXN-I2R-003

Returns Authorisation, Inspection & Notification Advisor

Reports to: Chief Customer Officer · legal oversight
Runs in: CRM · Service
Measured on: Request-to-authorisation cycle time

Authorised · Logged · Reversible

Would you know if a customer was refused a right they still hold?

Every return was assessed against the same standard, your policy and the statute together, and where they differ, the statute governs.

Business outcomes

One standard applied to every return, rather than the standard whoever answered happened to know
The statutory floor built in as a constraint, not left to recall under pressure
Major-failure judgements reaching a person, because they determine who chooses the remedy
Credit following the goods, not the promise, triggered on confirmed receipt and inspection
Defect patterns clustered by product, serial and batch, which turns a service cost into an engineering conversation

Measured on

Request-to-authorisation cycle time
First-pass entitlement accuracy and adjudication consistency
Credit accuracy against confirmed receipt
Return rate by product

What RAINA does alone, and what stays with your team

RAINA reports to the Chief Customer Officer · legal oversight. Anything outside the agreed boundary goes to legal, quality and engineering, returns manager or finance, with the evidence attached.

Authority, and yoursPXN-I2R-003

Does this aloneAssesses eligibility against policy and statute · issues authorisations for cases that exactly meet defined policy · coordinates logistics · triggers credit on confirmed receipt

RecommendsRepair, replacement, credit or rejection, with both positions stated

EscalatesAny case where policy would give less than the statutory guarantee → resolved in the customer's favour or escalated, never the other way · Safety concerns, regulated products, suspected abuse, high value and ambiguous inspection → human decision · Product defect patterns → quality and engineering

Skills and the workday

RAINA requests evidence, validates eligibility against policy and statute, approves a standard return within authority, issues the authorisation and label, schedules collection, notifies the customer, monitors receipt and inspection milestones, recommends repair, replacement, credit or rejection, triggers credit on confirmed receipt, creates quality and fraud alerts.

Assesses eligibility against policy and statutory guarantees
Identifies major-failure candidates for human determination
Matches serial, batch and order records
Interprets images and documents for condition evidence
Coordinates logistics and monitors receipt and inspection
Clusters defect signals by product, serial range and batch

The other digital coworkers in Issue to Resolution

Each role in the chain understands the work either side of it. See how Issue to Resolution runs end to end.