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Agents Returns Defect Adjudication Agent
Returns Defect Adjudication Agent Icon

Returns Defect Adjudication Agent

Automates condition assessment, defect identification, and disposition recommendations for returned items using advanced AI and data fusion.

Returns handling in fulfillment operations is frequently resource-intensive, requiring manual inspection, defect analysis, and disposition decisions for restocking, repair, or disposal. This process is prone to inconsistency, subjectivity, and delays, especially in large-scale operations that must process high volumes of returned items while maintaining policy and warranty compliance.

The Returns Defect Adjudication Agent integrates advanced computer vision, sensor data, product metadata, warranty information, and defect taxonomies into a unified adjudication workflow. It analyzes high-resolution images to assess item condition, compares findings against product specifications and historical inspection data, and classifies defects with high precision. Based on these results, it automatically recommends disposition actions restock, repair, or dispose aligned with organizational policy and warranty eligibility. Ambiguous or edge cases are escalated to human reviewers with annotated visuals and contextual summaries for rapid decision-making.

By delivering consistent, automated, and accurate adjudication, this agent reduces manual bottlenecks, operational costs, and cycle times. It enhances policy compliance, increases process and employee productivity, and ensures standardization across all return scenarios, ultimately driving scalable and efficient reverse logistics operations.

Accuracy
TBD

Speed
TBD

Input Data Set

Sample of data set required for Returns Defect Adjudication Agent:

Return Item Inspection Data


Return Authorization ID: RMA-8192-C4
Product SKU: QD-HS-PRO-BLK
Product Name: QuantumSonics Pro Wireless Headset
Customer ID: 89441
Date of Return: 2023-10-26




Customer Return Description:
"The headphones will not power on or take a charge. I tried multiple cables and power adapters that work with my other devices. The product is defective. There is also a small scratch on the side from when it fell off my desk once."




Visual Inspection Data (High-Resolution Images):


    

  • Image URL 1: https://innovatecorp.blob.core.windows.net/returns/RMA8192C4_front.jpg
    • 

  • Image URL 2: https://innovatecorp.blob.core.windows.net/returns/RMA8192C4_left_cup.jpg
    • 

  • Image URL 3: https://innovatecorp.blob.core.windows.net/returns/RMA8192C4_port_closeup.jpg
    • 





Inspection Device Sensor Data:


    

  • Device ID: Inspector-Bot-07
    • 

  • Timestamp: 2023-10-26T14:32:11Z
    • 

  • Test Suite: Standard Electronics v2.1
    • 

  • Results:
      

    • Physical Port Integrity Check (USB-C): PASSED
      • 

    • Power On Test: FAILED
      • 

    • Battery Voltage Reading: 0.01v
      • 

    • 60-Minute Charge Test (Standard 5W): FAILED (Charge level remained at 0%)
      • 

    • Bluetooth Signal Test: SKIPPED (Device would not power on)
      • 

    

    •

Deliverable Example

Sample output delivered by the Returns Defect Adjudication Agent:

Returns Defect Adjudication Report


Report ID: ADJ-RMA-8192-C4-01
Processing Date: 2023-10-26T14:35:02Z
Status: Complete - Disposition Recommended




1. Executive Summary


The returned QuantumSonics Pro headset (SKU: QD-HS-PRO-BLK) was analyzed for defects. A critical hardware failure in the charging circuit was identified, consistent with the customer's report. Minor cosmetic damage was also observed but does not impact warranty eligibility. The recommended disposition is Repair. Escalation to a human specialist is not required.


2. Item Details






Field
Value






Return ID
RMA-8192-C4




Product Name
QuantumSonics Pro Wireless Headset




SKU
QD-HS-PRO-BLK




Warranty Status
ACTIVE (Expires 2025-02-11)








3. Condition Assessment


    

  • 

    Computer Vision Analysis:
    

      

    • Overall Condition: Good, with minor cosmetic flaws.
      • 

    • Finding 1: A 5mm cosmetic scuff was detected on the exterior of the left ear cup. This is consistent with minor wear-and-tear.
      • 

    • Finding 2: The USB-C charging port appears physically intact, with no visible debris or damage.
      • 

    • Finding 3: No cracks, fractures, or signs of water damage were detected on the main housing.
      • 

    

    • 

  • 

    Sensor Data Analysis:
    

      

    • Finding 1: Device failed to power on, corroborating the customer's claim.
      • 

    • Finding 2: Battery voltage is critically low (0.01v), indicating a complete discharge or battery failure.
      • 

    • Finding 3: The 60-minute charge test failed, confirming a fault in the power delivery or battery system.
      • 

    

    • 





4. Defect Identification






Defect Code
Description
Severity
Supporting Evidence






HW-PWR-002
Non-Functional Charging Circuit
CRITICAL
Sensor Data (Charge Test: FAILED), Customer Report




COS-SCR-001
Minor Surface Scuff
LOW
Image Analysis (...left_cup.jpg)






Analysis: The primary defect is a critical hardware failure preventing the device from charging, which aligns with known patterns for this component (Ref: Industry Defect DB #ELEC-451). The cosmetic scuff is secondary and does not conflict with repair eligibility under InnovateCorp Policy 4.2.1.




5. Disposition Recommendation


Recommended Action: REPAIR


Justification:


    

  1. The identified defect (HW-PWR-002) is a component failure covered under the active manufacturer's warranty.
    2. 

  2. The product is a high-value item suitable for refurbishment and resale.
    3. 

  3. Disposal is not cost-effective, and restocking is not possible due to the functional defect.
    4. 



Next Step: Route item to the certified repair queue and log a warranty claim.


6. Escalation Status


Escalation Required: NO
Reason: The sensor data provides a high-confidence diagnosis that directly correlates with the customer's complaint and internal knowledge base. The disposition decision falls within standard operating procedure and does not require manual review.

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