About ADA
ADA is a leading data and artificial intelligence (AI) company that designs and executes integrated digital, analytics, and marketing solutions. We operate in 12 markets in Asia and partner with leading brands to drive their data and digital maturity.
Role Overview
The Operations Analyst FD/CR is responsible for end-to-end management, monitoring, and continuous improvement of Fulfillment Dispute (FD) and Claim & Return (CR) processes across e-commerce platforms (e.g. Shopee, TikTok Shop) and warehouse/3PL partners. This role plays a critical control function to protect company revenue, ensure policy compliance, and minimize loss through timely dispute, claim, and appeal execution.
This position requires strong process ownership, high attention to detail, cross-functional coordination, and the ability to work with complex operational data under strict timelines.
Key Tasks
1.1 Own and manage the end-to-end FD/CR lifecycle, including failed delivery, refund-only, return & refund (RTRF), warehouse returns, disputes, and appeals.
1.2. Ensure all FD/CR cases are handled in accordance with platform policies, SOPs, and defined SLAs.
1.3. Act as the subject-matter expert for FD/CR processes and platform rules.
- Dispute & Appeal Management
2.1. Execute Disputes for eligible orders before platform final decisions are made, based on OPS-defined scenarios and evidence standards.
2.2. Execute Appeals for cases where platforms (e.g. TTS/SHP) have already taken refund actions and seller challenges are applicable.
2.3. Distinguish clearly between dispute vs appeal flows and ensure correct handling paths are applied.
- Failed Delivery & Claim Handling
3.1. Monitor failed delivery orders where 3PLs have updated return status within system-defined timelines.
3.2. Coordinate with OPS to:
- Run periodic reports identifying claim-eligible orders
- Ensure claims are submitted on-time via the Main Seller Account to retain the Claim button and simplified process
3.3. For expired claim windows, support OPS in raising tickets with platform Customer Service (CS) and preparing supporting documentation.
- Evidence & Compliance Control
4.1. Prepare, validate, and submit accurate and complete evidence (logistics proof, warehouse records, images, system logs).
4.2. Ensure all actions are traceable, auditable, and compliant with internal SOPs and platform policies.
4.3. Flag potential fraud risks (e.g. fake tracking, invalid return proof) and escalate accordingly.
- Cross-functional Coordination
5.1. Work closely with:
- OPS teams (process definition, reporting, escalation)
- Commercial Support teams (execution on Seller Center)
- Warehouse / 3PL partners (delivery, return, and damage verification)
5.2. Communicate clearly with stakeholders on case status, risks, and outcomes.
- Reporting & Continuous Improvement
6.1. Track FD/CR performance metrics (e.g. on-time claim rate, dispute success rate, appeal success rate).
6.2. Analyze root causes of failed claims, losses, and SLA breaches.
6.3. Propose process improvements, control enhancements, and automation opportunities to improve claim success and efficiency
- Other tasks as assigned by line manager
KPI
- High on-time claim submission rate
- Improved dispute and appeal success rates
- Reduced revenue leakage from FD/CR cases
- Accurate and audit-ready documentation
- Clear reporting and actionable insights
- Other Service Level Agreement internal & external
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Unfortunately, we are only able to contact shortlisted applicants. We encourage you to continuously visit our website www.adaglobal.com for regular updates on available roles
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