NZQA Expiring unit standard
11948 version 5
Page 1 of 3
Title
Receive and process returned goods in a retail or distribution
environment
Level
2
Credits
3
Purpose
People credited with this unit standard are able to receive and
process returned goods, in a retail or distribution environment,
in accordance with organisational procedures.
Classification
Retail, Distribution, and Sales > Sales Transactions
Available grade
Achieved
Explanatory notes
1
Definitions
Returned goods may include but are not limited to – faulty, damaged, incorrect
product, returned gift.
Organisational procedures refer to instructions to staff on policy and procedures
which are formally documented, or generally accepted within the workplace.
2
Performance of the outcomes of this unit standard must comply with the
requirements of the following - Consumer Guarantees Act 1993, Fair Trading Act
1986, Credit Contracts and Consumer Finance Act 2003, Layby Sales Act 1971,
Privacy Act 1993, Sale of Goods Act 1908.
This unit standard is
Outcomes and evidence requirements
expiring
Outcome 1
3
Evidence is required for return of goods on two occasions.
Receive returned goods in accordance with organisational procedures.
Evidence requirements
1.1
Reason for return of goods is identified accurately.
1.2
Proof of purchase of product from organisation is obtained.
Range
ServiceIQ
SSB Code 9068
may include but is not limited to – receipt, exchange card, account
entry.
 New Zealand Qualifications Authority 2016
NZQA Expiring unit standard
1.3
11948 version 5
Page 2 of 3
Options available to customer for action on returned goods are explained.
may include but is not limited to – refund, replace, repair,
compensate for cost of repair, no action.
Range
1.4
Option for return of goods is agreed with customer.
1.5
Authorisation for option for return of goods is in accordance with organisational
procedures.
may include but is not limited to authorisation by – supplier,
manager, senior salesperson, self.
Range
1.6
Option for return of goods is actioned in accordance with organisational
procedures and legislative requirements.
may include but is not limited to – repair, replace, refund, account
credit, exchange card, discount, organise repair, compensate for
cost of repair, new receipt, receipt adjustment.
Range
Outcome 2
Process returned goods in accordance with organisational procedures.
Evidence requirements
2.1
Returned goods are processed.
may include but is not limited to – checking, storage, notify
supplier, return to supplier, send for repair, write off, resale.
Range
2.2
This
unit
standard
isaction chosen
may include
but is not
limited to – reason for return,
by customer, processing action, new receipt, receipt adjustment,
stock adjustment,
notify supplier.
expiring
Processing of returned goods is recorded accurately and completely.
Range
This unit standard is expiring. Assessment against the standard must take place by
the last date for assessment set out below.
Status information and last date for assessment for superseded versions
Process
Version Date
Last Date for Assessment
Registration
1
31 October 1997
31 December 2013
Review
2
26 November 2003
31 December 2013
Review
3
20 November 2006
31 December 2016
Review
4
15 April 2011
31 December 2016
Review
5
21 May 2015
31 December 2016
ServiceIQ
SSB Code 9068
 New Zealand Qualifications Authority 2016
NZQA Expiring unit standard
11948 version 5
Page 3 of 3
Consent and Moderation Requirements (CMR) reference
0225
This CMR can be accessed at http://www.nzqa.govt.nz/framework/search/index.do.
Please note
Providers must be granted consent to assess against standards (accredited) by NZQA,
before they can report credits from assessment against unit standards or deliver courses
of study leading to that assessment.
Industry Training Organisations must be granted consent to assess against standards by
NZQA before they can register credits from assessment against unit standards.
Providers and Industry Training Organisations, which have been granted consent and
which are assessing against unit standards must engage with the moderation system that
applies to those standards.
Requirements for consent to assess and an outline of the moderation system that applies
to this standard are outlined in the Consent and Moderation Requirements (CMR). The
CMR also includes useful information about special requirements for organisations wishing
to develop education and training programmes, such as minimum qualifications for tutors
and assessors, and special resource requirements.
This unit standard is
expiring
ServiceIQ
SSB Code 9068
 New Zealand Qualifications Authority 2016