Advanced Quality Control for Agents in WeSupply

1) Overview

Advanced Quality Control (QC) adds a review step to your returns workflow so agents can verify items, evidence, and fees before refunds or exchanges proceed. You’ll define when QC is required, what evidence is needed (photos, notes, checklists), and which actions an agent can take (Approve, Reject, Request Info).

2) Before You Begin

• You have Admin access to WeSupply.
• Your Return Logics & Policies are already configured (methods, fees, windows).
• You know your QC criteria (e.g., high-value items, damaged-on-arrival claims, missing accessories).
• (Recommended) You’ve created roles/permissions for who can approve QC vs. only add notes.

3) Step-by-Step Instructions

Step 1 — Upload a QC CSV File

1. Go to Settings → Returns and Warranties → Manage CSV Quality Control File.
   
2. Download the sample file to add your QC data, such as product filters, control options, and specific actions. Make sure each row includes either the product SKU or product tags to ensure QC is applied correctly.
3. Once you’ve added your data, upload the completed CSV file.
   

Step 2 — Enable Advanced Quality Control

1. Navigate to Settings → Returns and Warranties → Return Quality Control.
   
2. Enable the Advanced Quality Control toggle to activate this feature for agents.
   

4) Using the Quality Control Feature in Practice

When processing a return that matches an item in the QC CSV file, agents will now see an option to Process QC.

By clicking this option, they’ll have access to various quality control criteria, allowing them to:

• Select the Quality Control Options: Agents can specify which criteria are relevant for each return.
  
• Upload Images and comments: Agents can upload photos and comments of the item’s condition for documentation. In this step, a video with instructions for the agents can be added.
   
• Complete or Flag the Return: Based on the QC criteria, agents can mark whether the return meets quality standards or if further action is needed.
   

5) Troubleshooting / FAQ

QC didn’t trigger on a return that should require it.

• Check the QC Rule conditions (value thresholds, SKU filters, reason mapping).
• Confirm the logic applied to the order (correct store, region, category).
• Make sure the return was created after the QC feature was enabled (if rules are not retroactive).

Agents can’t see Approve/Reject buttons.

• Verify role permissions—they might not be assigned QC Approver.
• Ensure the request is actually in Pending QC status.

Customer can’t upload photos requested by QC.

• Confirm the evidence request is enabled and the message includes a link to upload.
• Check file size/type limits in your Branding/Uploads settings.

6) Summary

Enable Advanced Quality Control in Settings → Return & Warranty Methods → Quality Control, define rules for when QC applies, set evidence requirements and outcomes, configure notifications, and work returns from the Pending QC queue. With clear rules, checklists, and permissions, your team can consistently validate returns before issuing refunds or exchanges—reducing errors and fraud while speeding honest customers through.