Self serve returns v.2

Product designer | 4 months

Empowering customers to independently complete returns

Background

After launching Self-Serve Returns Phase 1 in 13 markets, we set out to release Phase 2, a fully autonomous returns experience that would eliminate the need for Customer Experience interaction entirely. While Phase 1 enabled customers to initiate returns on-platform, they still needed to engage with CE through Intercom to complete the process.

Phase 2 would close this gap by allowing users to choose their preferred resolution (exchange or refund) and complete the entire journey independently on-platform. This would improve customer experience through faster resolutions and greater control, while freeing the CE team to focus on complex, high-value issues.

The goal

We aimed to enable customers to complete their entire returns journey on-platform without Customer Experience intervention, giving them full autonomy to choose between a refund or exchange.

What we delivered

Beyond reducing friction, I aimed to introduce delight into the exchange flow transforming what's typically a frustrating experience into an opportunity for customers to discover their next perfect item and stay engaged with MPB

0.1 Self service exchange selection

Customers who are returning an item and have opted to get an exchange item can now independently select a replacement on-platform without any help from our Customer Experience team.

I designed the experience in a way where customers can search for exchange items, choose from a range of available items to resolve their return.

0.2 Flexibility to switch from exchange to refund

I designed for scenarios where customers started the exchange journey but changed their mind mid-way to opt for a refund.

This flexibility built within the system allowed customers to have control over their returns experience and choose the resolution method that best suited their needs.

0.3 Final review with full transparency

I designed the review page to give customers complete visibility before they commit. The page clearly separates what they're returning from what they're getting in exchange, with a summary panel that breaks down the financial outcome.

When customers are owed money back, we highlight the refund amount and explain when they'll receive it, building confidence at this critical decision point.

0.4 Guiding customers after confirmation

Once the return was placed, I designed a confirmation page that clearly outlined what happens next and provided actionable guidance for packaging and shipping. We included drop-off details, a step-by-step packing guide with manufacturer recommendations, and a summary of their return for reference.

This reduced confusion and support queries by ensuring customers had everything they needed to complete their return successfully.