Skip to content

Buy Online, Return In Store · BORIS / Store Return

Customer purchased online (any channel) and returns the item at a physical store. The store processes the return, inspects the item, and issues a refund or exchange on the spot. Exemplifies Unified Commerce reverse logistics.
Domains order · store · payment · fulfillment
Actors customer · store-associate · store-manager
Process BORIS
Capabilities 6
Steps 7
Events 8
Lifecycles 5
Min UCMI 2.0

⚙️ Step-by-Step Flow

# Step Actor Lifecycle State Change Event
1 Customer requests return customer return-lifecycle → requested return-requested
2 Associate validates eligibility store-associate return-lifecycle requested → approved return-approved
3 Physical inspection store-associate return-lifecycle approved → received → inspected return-received · return-inspected
4 Decide outcome store-associate return-lifecycle inspected → refunded rejected
5 Process refund at POS store-associate payment-lifecycle captured → refunded payment-refunded
6 Restock or quarantine item store-associate stock-transfer-lifecycle draft → approved → closed inventory-adjusted
7 Close original order system order-lifecycle completed → return-in-progress → completed return-refunded

⚡ Event Sequence

return-requested → return-approved → return-received → return-inspected → return-accepted → payment-refunded → inventory-adjusted → return-refunded

🔄 Lifecycles Involved

🧩 Capabilities Required

Capability
returns-management Returns Management
exchange-management Exchange Management
store-operations Store Operations
payment-processing Payment Processing
inventory-visibility Inventory Visibility
order-management Order Management

🖥️ Application Coverage

Applications that implement the capabilities required by this scenario.

Capability Implementing Applications
returns-management FMS · POS
exchange-management FMS
store-operations POS
payment-processing POS · Payment Hub
inventory-visibility Inventory Service
order-management OMS · eCommerce Platform

📊 Readiness by Profile

Capability readiness across assessment profiles.

Profile Capabilities Met Avg Score Ready?
Acme Electronics 6/6 2.0 ✅
BuildPro Trade 6/6 2.7 ✅
Flash Delivery 4/6 2.5 ❌
Luxe Maison 4/6 2.0 ❌
Metro Fresh Group 4/6 2.0 ❌
Stella Fashion Group 6/6 2.5 ✅
Reference Tier 2 Non-food Retailer 5/6 2.3 ❌

✅ Preconditions

  • Original order exists and is traceable (order ID, email, loyalty card)
  • Return window is open per policy
  • Item is present and identifiable (barcode, serial number)
  • Till session is open

🎯 Success Criteria

  • Customer receives refund at point of interaction (no waiting)
  • Inventory correctly updated at store location
  • Original order reflects return
  • Return reason captured for analytics

⚠️ Failure Modes

  • Order not found / receipt not available (manager discretion required)
  • Item rejected after inspection (customer dispute)
  • Payment reversal fails (fallback to store credit)
  • Item cannot be restocked (damage, missing parts)

UCMI Requirements

Minimum UCMI Score: 2.0

Capability Minimum Level
returns-management 🟠 2
exchange-management 🔴 1
store-operations 🟠 2
payment-processing 🟠 2
inventory-visibility 🟠 2
order-management 🟠 2

UC-BoK Scenario Catalog · All Scenarios · Scenario Catalog