Returns & Refunds Specialist VA
Manages the returns, refunds and exchanges process for an online retailer, applying policy fairly, recovering stock and keeping customers satisfied while limiting losses.
- Top 1% vetted talent
- No lock-in contracts
- Replacement guarantee
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Hourly rates · No lock-in contracts
Description
A Returns & Refunds Specialist VA manages the post-purchase process for returns, refunds and exchanges while applying store policy consistently. They can issue return instructions, coordinate returned stock, process refunds, manage chargebacks and identify recurring reasons for returns. Outsource Teams provides top 1% vetted talent with ecommerce returns and claims experience, no lock-in contracts and a replacement guarantee.
Responsibilities
- Process return requests and issue RMAs, labels and instructions.
- Approve or decline refunds and exchanges according to store policy.
- Log returned items through the warehouse or 3PL and route them for restock, repair or disposal.
- Issue refunds and store credits in Shopify, Amazon, PayPal or Stripe.
- Handle chargebacks and marketplace claims with evidence and within deadlines.
- Track return reasons and identify product, sizing or shipping problems.
- Reconcile refunds against orders and payment processor records.
- Identify return fraud patterns and escalate them.
- Report weekly on return rates, refund totals and resolution times.
Software & Tools
Requirements
- 5+ years handling returns, refunds or claims for an online retailer or marketplace seller.
- Experience with returns tools such as Loop, Returnly, AfterShip Returns or Happy Returns.
- Familiar with chargeback processes on Stripe, PayPal, Shopify Payments and Amazon A-to-z claims.
- Strong Excel skills for reconciliation and reporting.
- Clear, firm and courteous written English for policy conversations.
- Attention to detail and a fair, consistent approach to policy.
- Covers the client's trading hours from a home office with reliable high-speed internet and backup power.
Frequently Asked Questions
What can they handle when a customer wants to return something?
They can process return requests, issue labels and instructions, approve refunds or exchanges and coordinate returned items with your warehouse or 3PL.
Can they manage chargebacks and marketplace claims?
Yes. They can prepare evidence, respond within deadlines and reconcile refunds against orders and payment records.
What systems can they use?
They can work with Shopify, Gorgias, Zendesk, Loop Returns, Amazon Seller Central and Stripe.
How experienced are the candidates?
Candidates are expected to have at least five years handling returns, refunds or claims for online retailers or marketplace sellers. Ecommerce VAs
How much does it cost?
Rates are listed in USD at $5 per hour for entry-level talent, $7 per hour for intermediate and $9 per hour for senior talent. Both full-time and part-time options are available.
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