Returns season is when vague policies become ticket volume. Publish the rules once, surface them in the portal, and give agents the same order + RMA context customers already see.
Decide the policy before the spike
Window, condition, restocking fee, and who pays shipping — written in plain language. If agents negotiate exceptions live, your median resolution will move with every holiday.
Staff for exceptions, not lookups
Automate status for “where is my return?”. Keep humans on damaged goods, wrong SKUs and goodwill calls. That is the only way a seven-person team survives January.