Grow arc · Issue to Resolution

RAINA

Returns Authorisation, Inspection & Notification Advisor

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

Book a meeting Back to Agent Marketplace
Employee IDPXN-I2R-003

RAINA

Returns Authorisation, Inspection & Notification Advisor

Position
Returns & Warranty
Value chain
Issue to Resolution
Reports to
Chief Customer Officer · legal oversight
Measured on
Request-to-authorisation cycle time
Authorised · Logged · ReversibleRuns in CRM and Service

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

The question RAINA is hired to answer. The chart shows who holds the position and where the decision goes when it is not RAINA's to make.

Work chart

  1. AccountableChief Customer Officer · legal oversight
  2. Position held byRAINA
  3. Escalates toLegal · Quality and engineering · Returns manager · Finance

With RAINA in the roleEvery return was assessed against the same standard, your policy and the statute together, and where they differ, the statute governs.

RAINA assesses eligibility against policy and statute, issues authorisations for cases that exactly meet defined policy, coordinates logistics, triggers credit on confirmed receipt. Repair, replacement, credit or rejection, with both positions stated.

The number RAINA is measured on

Every digital coworker is hired against one primary measure, agreed and baselined before build. The others are read alongside it so the primary cannot be moved at their expense.

Primary measure

Request-to-authorisation cycle time

  • First-pass entitlement accuracy and adjudication consistency
  • Credit accuracy against confirmed receipt
  • Return rate by product
  1. 01

    One standard applied to every return, rather than the standard whoever answered happened to know

  2. 02

    The statutory floor built in as a constraint, not left to recall under pressure

  3. 03

    Major-failure judgements reaching a person, because they determine who chooses the remedy

  4. 04

    Credit following the goods, not the promise, triggered on confirmed receipt and inspection

  5. 05

    Defect patterns clustered by product, serial and batch, which turns a service cost into an engineering conversation

What RAINA does alone, and what stays with your team

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

“Authorised. Logged. Reversible.”

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
Chief Customer Officer · legal oversight
ProxyN outcome lead

RAINA's 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

  1. Reads from CRM and Service

  2. Requests evidence

  3. Validates eligibility against policy and statute

  4. Approves a standard return within authority

  5. Issues the authorisation and label

  6. Schedules collection

  7. Notifies the customer

  8. Monitors receipt and inspection milestones

  9. Recommends repair, replacement, credit or rejection

  10. Triggers credit on confirmed receipt

  11. Creates quality and fraud alerts

  12. Your team decides

The other digital coworkers in Issue to Resolution

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

Get started

Stop Buying Platforms. Start Hiring Outcomes.

Bring one workflow and the person accountable for it. In the first session we map the process, establish the baseline logic and tell you whether there is a number worth signing. If there is not, we will say so.

Book a meeting Visit Agent Marketplace