Return Flow Enhancements

What is the business use case addressed?

A typical product return flow includes the following steps:

  1. E-commerce business manager sets-up return policy for products
  2. Customer checks the return policy and decides to return an item
  3. Customer selects the return and refund mode and places the return request
  4. Return request is processed
  5. Customer tracks the return request through the order details section till the refund is complete.
    To know more, click here.

What were the limitations of the existing return flow?

  1. Product level return policy was not available. Returnable flag and number of days could only be configured at the merchant level
  2. Return at store functionality was not available
  3. Refund mode during return could not be configured.
  4. When multiple quantities of single products were ordered, the customer could not see the item level return/refund status.

        To know more, click here.

Consumer Journey Enhancements

Settings up return at merchant and SKU level

  • Platform enhancement: SKU level flag for “Returnable” has been added. The number of days within which SKU can be returned can also be configured.
    • Return Configuration at Merchant level. This is available under Settings>Application settings>Order settings>Return/refund setting.
    • Return configuration at SKU level. This is available at Product information>Basic InformationTo know more, click here.
  • Storefront enhancements:
    • ML tags for Returnable flag & Allowed Return Days in SKU entity have been added in the following templates - PDP, product showcase, product quick view, cart, cart quick view and MyAccounts_OrderDetails. Details are available here  Sample UI (Website link)
    • If an Item is Non-returnable or “Allowed return days” have elapsed then CTA to create return will not be available.
    • If “Allowed return Days” for specific SKU is not set then the Return Days defined in merchant Config will be used.
      To know more, click here.
  • Return Refund Mode
    • Return refund payment mode can be enabled from Settings > order settings >return/refund settings.
    • The refund mode is available in the return product page. The template changes are available here.
  • Return at store flow: Description: Customer while creating a return in my account section will have the option to return mode “Return at Store” and then walk to any of the participating stores and return the items.
  • Configuration details:
    • Enable Store drop-off under Settings > Application Settings > Order Settings >Refund settings
    • Enable Drop-off for selected stores under store > location settings.
    • UI Reference
  • Return sub status and return sub status comments
    • Return sub status can be configured in Applications settings > Order settings.
    • These return sub status and sub status comments are available at the item level in Order details page. The template enhancement details are available hereTo know more, click here.
  • Order details page grid split
    • Items in order details page can now be split into grids based on the return request. Previously, the return status of a product item could not be seen if partial quantity of products were returned. Ex: If an item has 3 quantity and 1 has been requested for a return then 2 separate grids for the same item with 1 grid showing return request of 1 quantity and another grid showing delivered status for the other 2 quantity of the item can be displayed.
    • CP config to split return and delivered shipments is available in Application settings >Order settings > Return/Refund settings.
    • Template changes needed are available here.To know more, click here.
  • Storefront Performance Improvements
    • We have enabled H2 push in the storefront to improve the page performance.
      • What is H2 Push? HTTP/2 Server Push allows the server to send resources to a client before the client requests them. This is used to improve performance as required resources are loaded preemptively.
      • Performance improvement: After enabling H2 Push we have seen a significant improvement in page performance numbers in the storefront.
      • Performance number pre H2 push
      • Performance numbers post H2 Push 
    • Results
      • First contentful paint and first meaningful paint has decreased by ~45% (~2.4 secs)
      • The time to interactive has reduced by ~15% (~2 secs)
    • Sites where H2 push has been enabled
      1. Bukl (Demo website)
      2. Biba
      3. Tumi Sg
      4. Sangeetha mobiles
    • Future enhancement
      • CSS files will be added to H2 push
      • Common-Built.js into 2 parts and loaded based on page requirement
      • Service worker will be to cache and prefetch of all important pages

Other Performance and Bug fixes

  1. Issue of swatch images loading slowly on change of variant images in PLP is fixed.
  2. PDP page template has been enhanced for refreshing bulk discount messaging on variant selection. 

The template changes required are available here.