Why has ShipMonk's returns processing time increased by an average of 2 days across all warehouses in the last two weeks?

Introduction

ShipMonk's returns processing time has increased by an average of 2 days across all warehouses in the last two weeks. This issue directly impacts customer satisfaction and operational efficiency. I'll approach this problem systematically, focusing on identifying the root cause, validating hypotheses, and developing both short-term and long-term solutions.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking there might be a recent change in the returns process. Has ShipMonk implemented any new return policies or procedures in the last month?

Why it matters: Recent changes could directly impact processing times. Expected answer: Yes, a new quality check step was added. Impact on approach: If confirmed, we'd focus on optimizing this new step.

• Considering the scale, I'm wondering about staffing levels. Have there been any significant changes in warehouse staffing or training programs recently?

Why it matters: Staffing issues could explain the widespread nature of the problem. Expected answer: No major changes in staffing. Impact on approach: If staffing is stable, we'd look more closely at process or technology issues.

• Given the consistency across warehouses, I'm curious about system-wide factors. Have there been any updates to the warehouse management system or other critical software?

Why it matters: Software issues could affect all warehouses simultaneously. Expected answer: A minor update was rolled out two weeks ago. Impact on approach: If confirmed, we'd prioritize investigating this update's impact.

• Thinking about external factors, has there been a significant increase in return volume or change in the types of products being returned?

Why it matters: Volume or product mix changes could strain existing processes. Expected answer: Return volume has increased by 15% due to a recent promotion. Impact on approach: If true, we'd focus on scaling processes to handle increased volume.