Sort the root-cause layer
Sort return cause statements by the layer where prevention work likely belongs.
Place each return cause statement in the prevention layer where the next investigation should start. Product content Supplier quality Fulfillment control Policy and promise Carrier or packaging Customers choose 'too small' mostly on two SKUs with unclear fit photos Three lots from one vendor have the same cracked latch Wrong color returns trace to pick-face labels that look identical Warranty returns spike after agents promise coverage the policy excludes Boxes crushed on one parcel lane after packaging thickness change Product page says 'water-resistant' while care guide says 'not for rain'
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