Rowan Valentin
January 28, 2025 at 2:24 pm
Goal:
To make it easier for customers to accurately select the correct item for return when using the return portal.
Preconditions:
The customer has placed an order containing multiple items, some of which may have similar or identical titles, colors, or sizes.
The SKU numbers for the items exist in the system but are not currently displayed in the return portal.
Trigger:
The customer initiates a return and accesses the return portal to select the item(s) they wish to return.
Basic Flow:
The customer logs into the return portal.
The portal displays the items from their order, including details such as title, color, size, and now the SKU number for each item.
The customer uses the SKU number to cross-reference their order confirmation or invoice, ensuring they select the correct item for return.
The customer completes the return process with confidence that the correct item has been selected.
Postconditions:
The customer successfully returns the correct item without confusion.
The support team receives fewer inquiries about mismatched returns.
Benefits:
For Customers:
Improved user experience by reducing confusion when selecting items for return.
Greater confidence in completing returns independently.
For the Business:
Reduced customer support requests related to returns.
Increased efficiency in processing returns, minimizing errors caused by incorrect item selection.
Priority: Medium – This enhancement has a high potential to improve customer satisfaction with a relatively low implementation effort.
Technical Requirements:
Modify the front-end display of the return portal to include SKU numbers as part of the product details.
Ensure the SKU numbers are fetched and displayed consistently across all customer orders.
This use case focuses on enhancing the clarity of the return process for customers while streamlining operational efficiency for the business.
