Customer Return Analysis — Root Cause Report

Customers return devices. You process the return, refurbish the device, resell it. But do you know why it came back? Not the reason code they selected from a dropdown — the actual root cause. Because if you don't, the same failure will generate the same return again. And again. Until someone looks.

The Customer Return Analysis is a structured investigation of up to 10 returned units per engagement. You ship the returned devices to PBR. Within two weeks, we triage each unit:

• What the customer said vs. what we found
• Root cause determination — was it a refurbishment miss, a component failure, shipping damage, or user error?
• No-fault-found rate — how many returns had nothing actually wrong (this number alone often pays for the analysis)
• Pattern identification — are the same three issues driving 80% of returns?

You receive: a per-unit analysis with photos and findings, a summary report with pattern identification, a prioritized list of process improvements to reduce the top return drivers, and an estimated cost of returns avoided if the top three issues are corrected.

This is not guesswork. This is triage, forensics, and process feedback — done by the same team that inspects millions of components. For refurbishment operations, warranty processors, and anyone tired of seeing the same return reason code and wondering “is it really the battery, or is it the port, or is it just the customer’s cable?”