Return Lifecycle¶

Models the lifecycle of a retail Return request from customer initiation through physical receipt, quality assessment, and financial resolution. Applies to all return channels: in-store, courier collection, and drop-off.

Object: return · States: 8 · Transitions: 9

State Diagram¶

flowchart LR

    %% ── classDef palette ─────────────────────────────────────
    classDef stInit  fill:#0d9488,stroke:#0f766e,color:#fff,font-weight:bold
    classDef stNorm  fill:#3b82f6,stroke:#2563eb,color:#fff
    classDef stOk    fill:#16a34a,stroke:#15803d,color:#fff,font-weight:bold
    classDef stFail  fill:#dc2626,stroke:#b91c1c,color:#fff,font-weight:bold
    classDef stHold  fill:#d97706,stroke:#b45309,color:#fff

    %% ── nodes ───────────────────────────────────────────────
    requested(["Requested"])
    approved["Approved"]
    in_transit["In Transit"]
    received["Received"]
    inspected["Inspected"]
    refunded[["Refunded"]]
    exchanged[["Exchanged"]]
    rejected[["Rejected"]]

    %% ── transitions ─────────────────────────────────
    requested -->|"return-approved"| approved
    requested -->|"return-rejected"| rejected
    approved -->|"return-dispatched"| in_transit
    approved -->|"return-received"| received
    in_transit -->|"return-received"| received
    received -->|"return-inspected"| inspected
    inspected -->|"return-refunded"| refunded
    inspected -->|"return-exchanged"| exchanged
    inspected -->|"return-rejected"| rejected

    %% ── class assignments ───────────────────────────
    class requested stInit
    class approved,in_transit,received,inspected stNorm
    class refunded,exchanged stOk
    class rejected stFail

States¶

State	Label	Description	Initial	Terminal
`requested`	Requested	Customer has initiated the return. Eligibility not yet confirmed.	✓
`approved`	Approved	Return authorised. Return Merchandise Authorisation (RMA) issued.
`in-transit`	In Transit	Items are on their way back to the retailer or collection point.
`received`	Received	Items physically received and pending quality inspection.
`inspected`	Inspected	Items assessed. Decision pending: refund, exchange, or rejection.
`refunded`	Refunded	Refund issued to original payment method or store credit. Return closed.		✓
`exchanged`	Exchanged	Replacement item dispatched. Return closed.		✓
`rejected`	Rejected	Return denied (outside window, damaged by misuse, etc.). Items returned to customer.		✓

Transitions¶

From	To	Trigger	Guards
`requested`	`approved`	`return-approved`	Return window is open; Item is eligible (not excluded category); Original order found and verified
`requested`	`rejected`	`return-rejected`	Return window expired OR item ineligible
`approved`	`in-transit`	`return-dispatched`	Return label issued or in-store drop-off confirmed
`approved`	`received`	`return-received`	In-store return channel; Items handed to store associate
`in-transit`	`received`	`return-received`	Carrier scan confirms delivery to warehouse or store
`received`	`inspected`	`return-inspected`	Quality check completed by associate or automated system
`inspected`	`refunded`	`return-refunded`	Items accepted as per policy; Refund amount calculated
`inspected`	`exchanged`	`return-exchanged`	Replacement item available; Customer accepts exchange
`inspected`	`rejected`	`return-rejected`	Items not in acceptable condition; Damage attributable to customer misuse