Turn return comments into codes that say whose fault it was

Fields

• Reason the customer picked in the returns portal
• Customer's return comment
• Product type from the catalogue

Questions

1. Which of our return codes best fits the customer's comment? Choice

   Read the comment and the product type against the return codes in the context. Pick the code for the main reason the customer gives, whatever reason they picked in the portal.

   • Damaged on arrival Arrived cracked, dented, scratched or broken, or in a crushed box.
   • Defective Never worked, or stopped working or behaves wrongly in normal use.
   • Not compatible Does not work with the customer's phone, computer, car or other device.
   • Not as described Differs from the product page in specifications, battery life, features, colour, size or contents.
   • Missing parts A part, accessory, cable or ear tip missing from the box.
   • Wrong item sent A different product, model or colour from the one ordered.
   • Arrived late Arrived after the customer needed it.
   • Uncomfortable Works as described but does not fit or is uncomfortable to wear.
   • Performance Works as described, but the sound, battery or features are not good enough for the customer.
   • Changed mind No longer wanted, an unwanted gift, or bought by mistake.
   • Better price elsewhere The customer found it cheaper somewhere else.

2. Who caused this return, judging only from the comment? Choice

   Judge what the comment says caused the return. This sorts returns for reporting and fixing; it does not decide whether the return is accepted.

   • Customer choice Nothing was wrong with the product, the page or the delivery; the customer chose to return it.
   • Product quality The product itself failed or was faulty.
   • Product page The product page, photos or specifications led the customer to expect something the product is not.
   • Warehouse The wrong item was picked, a part was left out, or it was poorly packed.
   • Carrier The parcel was damaged or late in transit.

3. Which product page detail does the comment say was wrong or misleading? Choice

   Read the comment for a detail of the product page, photos or specifications that the customer says was wrong or led them to expect something else. When the comment names more than one, pick the one that caused the return.

   • Page not blamed The comment does not say the product page was wrong or misleading.
   • Compatibility Which phones, devices, apps or systems the product works with.
   • Battery life or performance Battery life, charging speed, range, volume or noise cancelling.
   • Features A feature the page says the product has, or implies, that it lacks.
   • Size or fit Dimensions, weight, or how it fits in the ear or on the head.
   • Colour or finish Colour, material or finish differs from the page or photos.
   • Box contents What the page says comes in the box, such as a charger or a case.

4. Does the customer's comment contradict the return reason they picked in the portal? Yes / No

   Compare the comment with the reason the customer picked. Count a contradiction when the comment gives a different kind of reason, for example "Defective" picked and the comment says it works but does not pair with their phone. A comment that adds detail to the picked reason is not a contradiction. Yes: The comment gives a different reason from the one picked. No: The comment fits the picked reason, adds detail to it, or says too little to compare.

5. Does the comment say the item was used beyond trying it out? Yes / No

   Count use for days or weeks, taking it out and about, or wear and tear the customer describes. Opening the box, pairing it and trying it for a short time is trying it out. This sends the item to inspection for resale grading; it is not a judgment of the customer. Yes: The comment says the item was used for more than a short try. No: The comment says it was only tried out or not used, or says nothing about use.

6. Does the comment mention a battery that swelled, overheated, smoked or leaked, a burning smell, a shock or an injury? Yes / No

   Count any mention of these, even in passing and even if the customer calls it a defect. Warm during normal charging is not a mention unless the customer says it was too hot to hold or unsafe. Yes: The comment mentions at least one of these. No: The comment mentions none of these.

7. Does the comment say enough to assign a return code? Yes / No

   Judge the comment alone. Yes: The comment gives a reason for the return that fits a code. No: The comment is empty, repeats the picked reason in one or two words, or gives no reason, such as "returning" or "n/a".

Lens columns

return_code, return_code_probability, fault_owner, fault_owner_probability, misleading_attribute, misleading_attribute_probability, comment_conflicts_selected, comment_conflicts_selected_probability, used_beyond_trying, used_beyond_trying_probability, safety_mention, safety_mention_probability, enough_information, enough_information_probability