Quick Returns & Refunds
Quick Returns & Refunds
Building a self-serve returns and refunds flow to reduce customer support dependency and automate request handling.
Building a self-serve returns and refunds flow to reduce customer support dependency and automate request handling.
TEAM
1 PD + 1 SPD + 1 PM
1 PD + 1 SPD + 1 PM
TIMELINE
1 month + 2 weeks
1 month + 2 weeks
Platform
Mobile - Android, iOS & Web
Mobile - Android, iOS & Web
Company
Noon Minutes
Noon Minutes
Quick Returns & Refunds
Building a self-serve returns and refunds flow to reduce customer support dependency and automate request handling.
What are we solving?
What are we solving?
Returns and refunds were entirely handled on customer support chat. It was hard to find on the app, difficult to follow, and added significant load to an already stretched support team. There was no self-serve option, and no transparency on timelines for these processes.
Returns and refunds were entirely handled on customer support chat. It was hard to find on the app, difficult to follow, and added significant load to an already stretched support team. There was no self-serve option, and no transparency on timelines for these processes.
Returns and refunds were entirely handled on customer support chat. It was hard to find on the app, difficult to follow, and added significant load to an already stretched support team. There was no self-serve option, and no transparency on timelines for these processes.
How did we solve it?
How did we solve it?
We built a self-serve return and refund flow within the app, allowing users to raise requests through a structured form without needing to contact customer support. Certain reasons trigger an automatic approval, while others are routed to CS for review with the outcome communicated on the app post review. This solved things on-app, while our operations team enabled faster pickups.
We built a self-serve return and refund flow within the app, allowing users to raise requests through a structured form without needing to contact customer support. Certain reasons trigger an automatic approval, while others are routed to CS for review with the outcome communicated on the app post review. This solved things on-app, while our operations team enabled faster pickups.
We built a self-serve return and refund flow within the app, allowing users to raise requests through a structured form without needing to contact customer support. Certain reasons trigger an automatic approval, while others are routed to CS for review with the outcome communicated on the app post review. This solved things on-app, while our operations team enabled faster pickups.
The Process
The Process
Key Considerations
Key Considerations
Designing across two design systems
Designing across two design systems
Designing across two design systems
The Accounts side of the app was yet to migrate to the new design system, so some pages had to follow the old DS while new screens followed the new DS. While the resulting experience is slightly disjointed from a design system lens, this was a known limitation we had to work with.
The Accounts side of the app was yet to migrate to the new design system, so some pages had to follow the old DS while new screens followed the new DS. While the resulting experience is slightly disjointed from a design system lens, this was a known limitation we had to work with.
The Accounts side of the app was yet to migrate to the new design system, so some pages had to follow the old DS while new screens followed the new DS. While the resulting experience is slightly disjointed from a design system lens, this was a known limitation we had to work with.
We couldn't remove CS completely
We couldn't remove CS completely
We couldn't remove CS completely
The goal was to reduce dependency on customer support, not eliminate it. Users still have the option to connect with customer support after completing the flows because not all queries fit into a self-serve form.
The goal was to reduce dependency on customer support, not eliminate it. Users still have the option to connect with customer support after completing the flows because not all queries fit into a self-serve form.
The goal was to reduce dependency on customer support, not eliminate it. Users still have the option to connect with customer support after completing the flows because not all queries fit into a self-serve form.
Trust isn't implied, it has to be designed for
Trust isn't implied, it has to be designed for
Trust isn't implied, it has to be designed for
Users needed to know what happened next at every step. We built timeline reinforcement and process transparency directly into the flow after feedback made it clear that hiding this information, however implied it may seem, was costing us user confidence.
Users needed to know what happened next at every step. We built timeline reinforcement and process transparency directly into the flow after feedback made it clear that hiding this information, however implied it may seem, was costing us user confidence.
Users needed to know what happened next at every step. We built timeline reinforcement and process transparency directly into the flow after feedback made it clear that hiding this information, however implied it may seem, was costing us user confidence.
Returns had a deceptively large scope
Returns had a deceptively large scope
Returns had a deceptively large scope
The happy flow for returns is simple. But the edge cases- low cost item refunds, multiple requests per order, image re-uploads - made this a much larger project than it read on paper, directly affecting how long the project took to design.
The happy flow for returns is simple. But the edge cases- low cost item refunds, multiple requests per order, image re-uploads - made this a much larger project than it read on paper, directly affecting how long the project took to design.
The happy flow for returns is simple. But the edge cases- low cost item refunds, multiple requests per order, image re-uploads - made this a much larger project than it read on paper, directly affecting how long the project took to design.
Final Flows
Final Flows
the
the
experience
experience
that went
that went
live
live
Outcome
• The number of weekly return requests has gradually increased, showing organic growth in feature adoption. • Refunds went live recently, the data collection is still in progress.
• The number of weekly return requests has gradually increased, showing organic growth in feature adoption. • Refunds went live recently, the data collection is still in progress.
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