When we observed the industry and customer trends we observed that merchants are having a hard time processing returns of products that they sell, and due to supply-chain constraints accelerated by the pandemic it’s proving to be a great huddle in retaining customers. So how do you convert the product returns process in this post-pandemic world where everyone is shopping online into a customer retention and loyalty-building engine?
Product Designer
Product Manager, Product Marketing Executive, Developer
3 Months
Figma, Adobe XD, Wimsical.co
We all must have experienced how frustrating it feels when the product that we ordered was not delivered on time or the size variant we choose is not the variant we order etc. No matter the reason for our disappointment with the delivery we all prefer that the product we purchased has a hazel-free return process.
92% of shoppers say they will buy again if the return process is easy
66% of customers check the return policy
Customers are finding that the return solutions out there are not seamlessly connected with their engagement solutions.
Most of the current market offerings are priced relatively high for a standalone solution, we have the opportunity to offer both engagements and return solutions at a competitive price.
A customer that runs B2B shipments finds that the currently available solutions are not that advanced or flexible enough to handle their workflow.
The end-user-facing touchpoints have very limited customizability.
Based on our field research and sales/support conversation we constructed our user persona and ran an “HMW” session with the team to group features. We were able to see patterns that are being observed through the affinity map and I was able to group them under “Manage Returns”, “Return Rules”, “Portal Customisation” and “Return Analytics”.
Customers of e-commerce brands think that their return experience is different from the shopping experience.
There is no comprehensive analytics around which product is being returned and for what reason.
The returns process at the order management end is not properly mapped with the warehouse operations.
Some of our users shared that they would prefer to consider product returns as ways to build trust and reward customers for brand building.