RETURNX PRODUCT
VISIT SITE
Role
Product Designer
Deliverables
Web App Design and Development
Company
ReturnX
Year
About this project
Designed and developed a scalable system that allowed 100s of online stores globally to change their mind about returns as being a loss to, returns as the last step to building a loyal customer to boost profitability.
Why ReturnX?
GIANTS like this have scaled evenly and already solved this problem with in-house tech to handle this. Can’t be said about fast-growing brands that don’t have the resources or the time to do so. Our now loyal customers were sometimes having teams of people handling this MANUALLY. Now that’s a beautiful problem to solve.
Lost revenue
Operational costs
Inefficient Process
Excel. Yes Excel
You’d be shocked to find how much manual involvement is involved in making a return. They used to manage all communications either through email, phone calls, or the in-browser chat with customers. This tedious process took about 10 mins per customer to solve.
How big is this problem actually?
To explain this problem better, let’s do some math!
Monthly orders (growing stores)
5,000
Return rate (Avg.)
20%
1,000 orders
Return orders
1,000
Time spent (mins/customer)
10
10,000 mins!!
wasted a month and that’s not even counting the refund amounts, all to give the customer a good experience.
How I Planned To Solve This?
I got to work on multiple screen sizes with ReturnX as customers would be using phones and merchants would be using a desktop to process the orders. And through some competition analysis, we came up with a product map and layout.
Returns Portal
The Returns Portal is a user-friendly, customizable webpage seamlessly integrated into the eCommerce store's existing website. It simplifies the returns experience for customers by offering clear, step-by-step guidance through the returns or exchange process. Specifically designed to promote product exchanges rather than direct refunds, our Returns Portal helps merchants reduce revenue losses by encouraging customers to choose alternative products, maintaining customer satisfaction and loyalty.
Easy customization
Streamlined user experience
Encouraging exchanges
Merchant Portal
The Merchant Portal provides merchants with a centralized dashboard to efficiently manage all returns and exchanges. Integrated seamlessly with the merchant’s eCommerce backend, this intuitive interface allows merchants to effortlessly track, process, and analyze returns data, significantly reducing administrative workload and improving operational efficiency.
Management of return requests.
Notifications
Analytics
Solutionising
I started solutionising from the merchant's side as seen above, to sketch out the whole process and where the data should flow through. Down below is the flowchart of this. Tiny, I know, but I've provided a magnifying glass
Understanding what our users need
We met 100s of store owners and got to know what they would need as we went along this journey with new features being added everyday! We had to update our Shopify listing for each feature and here's a preview.
We then worked on building this and serving ReturnX to 600+ firms globally! :)
We met 100s of store owners and got to know what they would need as we went along this journey with new features being added everyday! We had to update our Shopify listing for each feature and here's a preview.
