E-commerce
July 1, 2026
"I dropped my return in the locker yesterday, where is my refund?" "The terminal is rejecting my package, compartment full." "I didn't receive a proof of deposit, how can I prove it?" Three tickets where an incorrectly handled locker return generates premature refund, lost package, and dispute scanner carrier.
The e-commerce locker and relay point return support covers return label, locker or relay counter drop-off, proof of deposit, carrier scan, and refund trigger. Distinct from outbound delivery #631 and return fees #509: here, customer return flow → relay drop-off → scan → refund.
This guide #633 covers policy RETLOCK-SUP, flow RL-1 to RL-8 and matrix RETLOCK-MAP. Complements outbound locker (#631). Customer service pair of the future relay return bot (#634).
Summary
Why do locker returns generate support tickets?
The customer initiates an RMA and chooses a return via an InPost locker or a Mondial Relay drop-off point. They drop off the package, but the scan takes 48 hours, the compartment is full, or they did not keep the drop-off receipt. Without a SOP, the agent issues a refund before the carrier scan or confuses a relay return with an outbound locker delivery.
Five typical locker return frictions
Blurry label: PDF QR vs locker code misunderstood
Drop-off refused: full compartment for locker package size
Missing proof: no receipt from terminal scan
Delayed scan: dropped off on Day 0, carrier scan on Day 2, refund expected on Day 0
Relay confusion: merchant counter vs automatic locker, different procedures
Mondial Relay and InPost document the drop-off scan as the return tracking trigger (Mondial Relay, 2026 Return FAQ). Without RETLOCK-MAP, agents improvise refunds and proof of drop-off.
RETLOCK #633 vs LOCKER #631, RETSHIP #509, PICKPT #515 and bot #634
Six contents, six distinct delivery and return flows.
Quick Matrix
#633 RETLOCK: return RMA locker drop-off point scan proof refund
#631 LOCKER: outbound delivery distinct pickup code inbound return
Return fees #509: who pays return shipping distinct drop-off procedure
Relay error #515: wrong saturated relay delivery distinct return RMA
Proof of deposit #315: POD scan photo distinct return proof of deposit
#634 RETLOCKbot: bot tier 1 label drop-off tracking handoff
#631 = shop parcel to customer locker. #633 = customer parcel to warehouse via return relay.
Which locker_ret_* typologies should be classified?
Eight scenarios for locker or parcel point return tickets.
Eight locker_ret typologies
locker_ret_how_it_works: customer does not understand return via parcel locker
locker_ret_label_qr: PDF label QR code portal generation
locker_ret_deposit_steps: terminal or counter deposit procedure
locker_ret_deposit_proof: receipt ticket scan proof of deposit requested
locker_ret_not_scanned: deposited but no carrier scan after delay
locker_ret_compartment_issue: full compartment size refused breakdown
locker_ret_tracking_status: post-deposit return tracking transit status
locker_ret_refund_timing: when refund after warehouse scan
Tags: locker_ret, return_relay, rma. RETLOCK-MAP-GROUNDED: refund_trigger deposit_proof from map only.
How should the RETLOCK-MAP matrix be structured?
The RETLOCK-MAP matrix documents each relay return option for agents and future bot #634.
RETLOCK-MAP Columns
retlock_program_id: relay locker return identifier
return_carrier_id: InPost MondialRelay Colissimo map
return_method_type: locker_auto relay_counter map
label_format: QR_pdf barcode locker_code map
deposit_proof_type: terminal_receipt scan_email photo map
scan_sla_hours: carrier scan delay post deposit map
refund_trigger_rule: scan_carrier warehouse_received map
compartment_size_rules: max locker dimensions S M L map
fallback_if_full: other nearby relay locker map
customer_copy: return portal phrase relay locker choice
Sync Loop ReturnGO return portal, RMA label email, helpdesk macros and refund_trigger audit visible to client.
RETLOCK-SUP policy in six rules
Six rules supporting relay locker returns.
RETLOCK-MAP-GROUNDED: deposit refund label from map only
NO-REFUND-BEFORE-SCAN: refund after refund_trigger_rule scan API
DEPOSIT-PROOF-CITE: deposit_proof_type quoted if not_scanned dispute
LOCKER631-REROUTE: outbound delivery → #631 LOCKER distinct return
RETSHIP509-LINK: return shipping costs → #509 RETSHIP who pays quoted
CARRIER-DEPOSIT-VERIFY: scan carrier API before deposit status confirmed
Flow RETLOCK RL-1 to RL-8
Eight-step agent flow for locker return to collection point.
RL-1 Intake: locker_ret_* intent + rma_id order_ref proof of deposit photos
RL-2 Return lookup: RETLOCK-MAP label deposit refund rules
RL-3 RMA verify: rma_status label_generated return_window API
RL-4 Carrier verify: return tracking scan deposit status API
RL-5 Classify: label deposit proof not_scanned refund timing compartment
RL-6 Respond: macro RETLOCK grounded map customer_copy
RL-7 Execute: regenerate label escalate carrier refund if scan confirmed lost claim
RL-8 Close: tag locker_ret_resolved retlock_program_id refunded Y/N
SLA: locker_ret_refund_timing answered with refund_trigger_rule NO-REFUND-BEFORE-SCAN map in one interaction.
Essential RETLOCK macros
Four locker/relay return agent macros.
RETLOCK-EXPLAIN-01
"Return [rma_id] via [return_method_type map] [return_carrier_id map]: [customer_copy map]. Label [label_format map] from return portal. Drop-off within [return_window_days map] days. Refund: [refund_trigger_rule map]."
RETLOCK-LABEL-01
"RMA [rma_id]: label [label_format map] [portal link / regenerated]. Print or show QR on mobile. Stick on closed package. Drop-off [return_method_type map]: [deposit_steps map]."
RETLOCK-DEPOSIT-01
"Return drop-off [rma_id]: [return_method_type map]. [Locker: select compartment [compartment_size_rules map], scan [label_format]. Keep [deposit_proof_type map].] [Relay counter: hand over labeled package, request merchant scan.] Carrier scan within [scan_sla_hours map] hours."
RETLOCK-PROOF-01
"Proof of drop-off [rma_id]: [deposit_proof_type map]. [If API scan confirmed: status [tracking_status] refund according to [refund_trigger_rule map].] [If not_scanned after [scan_sla_hours map] hours: send [deposit_proof_type] terminal photos → escalate carrier.] Reference proof of scan #315."
Edge cases: parcel lost at depot, multi-parcel, closed pickup point, and rejected return
Five cases outside the standard locker return macro.
Lost parcel post-deposit: carrier claim DEPOSIT-PROOF-CITE escalate ops
Multi-parcel one RMA: split tracking partial refund map rule
Closed pickup point deposit impossible: fallback_if_full map other point
Return refused by warehouse: SNAD vs change of mind policy distinct
Expired label: regenerate label portal if return_window active
Active parcel return = rma_status open + label valid. Do not refund without CARRIER-DEPOSIT-VERIFY or validated ops proof.
Essential retlock KPIs
Five RETLOCK steering metrics.
locker_ret_deposit_rate: confirmed scan deposits / relay locker RMA
locker_ret_not_scanned_rate: not_scanned after scan_sla / declared deposits
locker_ret_refund_sla_met: refund post scan under map SLA
locker_ret_compartment_issue_rate: full size outage / deposit attempts
locker_ret_deposit_proof_cite_rate: % DEPOSIT-PROOF-CITE map replies
Target: locker_ret_deposit_proof_cite_rate higher than 95% and locker_ret_not_scanned_rate monthly tracking by carrier.
RETLOCK anti-patterns
Five common errors in locker return support.
Refunding before carrier scan: NO-REFUND-BEFORE-SCAN refund_trigger
Confusing outbound #631: LOCKER631-REROUTE delivery distinct from return
Ignoring proof of deposit in dispute: DEPOSIT-PROOF-CITE not_scanned
Promising compartment available: fallback_if_full map only
Mixing return fees #509: RETSHIP509-LINK who pays cite first
RETLOCK with Qstomy
Qstomy on Shopify: detect locker_ret intent, RETLOCK-MAP RAG grounded, rma_status return tracking lookup, NO-REFUND-BEFORE-SCAN cite, handoff #634 bot tier 1 drop-off label.
Pipeline: #634 bot explain label deposit tier 1 → #633 agents proof not_scanned refund escalate carrier.
Explore AI support and request a demo.
Checklist, FAQ and going further
RETLOCK Checklist (8 steps)
RETLOCK-MAP v1: carriers label deposit refund scan_sla
Policy RETLOCK-SUP: 6 rules NO-REFUND-BEFORE-SCAN
8 locker_ret_* typologies: helpdesk tags
4 macros RETLOCK-*: EXPLAIN LABEL DEPOSIT PROOF
Locker return portal option: customer_copy refund_trigger visible
Email RMA label: RETLOCK-DEPOSIT-01 deposit_proof_type
Agent training 30 min: return vs outbound #631 vs fees #509
Dashboard KPI: locker_ret_* section 9 deposit_rate not_scanned
FAQ
Difference delivery locker #631?
#631 = shop delivers to client locker. #633 = client drops off return at relay locker to warehouse.
When am I refunded?
RETLOCK-PROOF-01 refund_trigger_rule map NO-REFUND-BEFORE-SCAN carrier scan or warehouse reception.
Compartment full what to do?
RETLOCK-DEPOSIT-01 fallback_if_full map other locker or relay counter.
Relation #634 bot?
#634 = bot tier 1 deposit tracking label. #633 = agents proof not_scanned refund escalate carrier.
Going further
This week: index RETLOCK-MAP by return carrier, audit portal refund_trigger, test macro RETLOCK-PROOF-01 agents.
Enzo
July 1, 2026
