Match the return to the order
Check order identifier, item, quantity, shipment or receipt event, customer reason, and current status. Similar names or a partial reference are not enough to approve a return.
Keep inspection separate
Record what was observed and what remains uncertain. Product condition, warranty interpretation, and exception eligibility should go to the designated owner when the rule does not answer the case.
Track the next permitted action
Give the queue a clear state such as awaiting receipt, awaiting inspection, owner review, or approved for processing. Keep the evidence packet with the decision so the case can be audited later.