Skip to content

Return Anywhere — Operational Experience

End-to-end human journey for Return Anywhere.
Modelled using the UC-BoK Experience Model (SPEC-016 / ADR-016).

Journeys

Journey Actor Touchpoint Channel Tasks Type
Return Anywhere — Customer Journey Customer mobile-app online 4 Happy path
Return Anywhere — Customer Service Journey Customer Service Agent back-office-workstation back-office 3 Happy path

End-to-End Sequence

Happy-path flow across all actors.

sequenceDiagram
    participant customer as Customer
    participant customer_service_agent as Customer Service Agent

    customer->>SYS: Initiate Return Request
    SYS-->>customer: ReturnInitiated
    customer->>SYS: Select Return Method
    SYS-->>customer: ReturnMethodSelected
    customer->>SYS: Print or Show Return Label
    SYS-->>customer: ReturnLabelIssued
    customer->>SYS: Drop Off Return Parcel
    SYS-->>customer: ReturnParcelDroppedOff
    customer_service_agent->>SYS: Receive Return Request Agent
    SYS-->>customer_service_agent: ReturnRequestReceived
    customer_service_agent->>SYS: Verify Return Eligibility Agent
    SYS-->>customer_service_agent: ReturnEligibilityVerified
    customer_service_agent->>SYS: Process Return Refund Agent
    SYS-->>customer_service_agent: ReturnRefundIssued

Return Anywhere — Customer Journey

Customer-initiated remote return flow covering request, return method selection, label access, and parcel drop-off.
Actor Customer
Touchpoint mobile-app
Channel online
Precondition —
Postcondition —

📥 Step 1 — Initiate Return Request

Customer starts a return in the app by selecting the order lines to send back and providing a return reason.

Direction Business Objects
Input order, customer
Output return

Capabilities: returns-management order-management

Events: ReturnInitiated

Interactions:

# Interaction Type Input Output Event
1 Select Items to Return 🟦 input order return —
2 Submit Return Request ✅ confirm order return ReturnInitiated

📥 Step 2 — Select Return Method

Customer chooses a return method such as carrier drop-off or label-free QR drop-off, and the system presents the available options.

Direction Business Objects
Input return, shipment, delivery-slot
Output return, shipment

Capabilities: returns-management order-management

Events: ReturnMethodSelected

Interactions:

# Interaction Type Input Output Event
1 Review Return Options 🟦 input return return —
2 Choose Return Method ✅ confirm return return ReturnMethodSelected

📢 Step 3 — Print or Show Return Label

Customer retrieves the return label or QR code that the drop-off partner will scan to accept the parcel.

Direction Business Objects
Input return, shipment
Output shipment

Capabilities: returns-management order-management

Events: ReturnLabelIssued

Interactions:

# Interaction Type Input Output Event
1 Open Return Label 🔔 notify return shipment ReturnLabelIssued ←
2 Print or Present QR Code ✅ confirm return shipment ReturnLabelIssued

🤝 Step 4 — Drop Off Return Parcel

Customer hands the packaged return parcel to the carrier or drop-off point, where the parcel is scanned into the return network.

Direction Business Objects
Input shipment, return
Output return

Capabilities: returns-management fulfillment-execution

Events: ReturnParcelDroppedOff

Interactions:

# Interaction Type Input Output Event
1 Present Parcel at Drop-Off ✅ verify shipment return —
2 Confirm Parcel Acceptance 🤝 handoff shipment return ReturnParcelDroppedOff

Return Anywhere — Customer Service Journey

Back-office return journey for receiving requests, checking eligibility, and processing refunds.
Actor Customer Service Agent
Touchpoint back-office-workstation
Channel back-office
Precondition —
Postcondition —

👁️ Step 1 — Receive Return Request Agent

Customer service agent receives the return request in the service console and reviews the order lines, reason code, and requested method.

Direction Business Objects
Input return, order
Output return

Capabilities: returns-management order-management

Events: ReturnRequestReceived

Interactions:

# Interaction Type Input Output Event
1 Open Return Work Item 🔔 notify return return ReturnRequestReceived ←
2 Review Request Details ✅ confirm return return ReturnRequestReceived

✅ Step 2 — Verify Return Eligibility Agent

Customer service agent checks return policy, order status, and exception rules before approving the remote refund path.

Direction Business Objects
Input order, return
Output return

Capabilities: returns-management order-management

Events: ReturnEligibilityVerified

Interactions:

# Interaction Type Input Output Event
1 Check Policy Window ✅ verify order return —
2 Approve Return Eligibility ✅ confirm order return ReturnEligibilityVerified

⚙️ Step 3 — Process Return Refund Agent

Customer service agent triggers the refund after the return is authorised, and the system records the refund against the original tender.

Direction Business Objects
Input return, payment
Output payment, return

Capabilities: returns-management payment-processing

Events: ReturnRefundIssued

Interactions:

# Interaction Type Input Output Event
1 Review Refund Instruction 👁️ review return payment —
2 Release Refund ⚙️ execute return payment ReturnRefundIssued

EXP-RETURNANYWHERE — Return Anywhere Operational Experience — UC-BoK v0.9-alpha