--- name: returns-and-exchanges-experience type: experience journey: customer persona: Customer (38), returning a jacket that does not fit domain: Retail returns technology: Responsive web and email core: "1.0" description: "Experience skill: Starting a return or exchange and getting the refund — the best-practice customer journey for a customer (38), returning a jacket that does not fit in Retail returns on Responsive web and email. Use when designing, building, reviewing or writing copy for any step of this journey. Brand-agnostic: pair with any Celestial design skill for the look. Also use it for decks, research readouts, specs and documents about this journey. Outputs: PowerPoint / Keynote / Google Slides decks, Word and Google Docs documents, PDF reports, emails, social posts, charts and diagrams." --- # Starting a return or exchange and getting the refund A customer returns or swaps an item in a few steps, picks an accessible drop-off or collection, and knows exactly when the refund will land. **Outcome** — At least 85% of returns are started online without contacting support, and refunds are issued within 5 working days of receipt. This skill says *what happens and in what order*. It never specifies colour, type or spacing: describe screens as compositions of Celestial core v1.0 components and patterns, and let the active design skill render them. --- ## Persona — Leila, Customer (38), returning a jacket that does not fit > “I just want my money back or the right size — and not to drive across town to do it.” Uses a wheelchair; some drop-off points have steps or high counters she cannot use. **Goals** - Swap for another size if it is in stock - Use a drop-off point she can access, or a collection - Know when the refund will arrive **Pains** - Printing labels without a printer - Drop-off points with no access information - Refunds that take weeks with no update **Behaviours** - Checks the returns policy before buying - Prefers a QR code to a printed label - Keeps the original packaging **Access needs** - Wheelchair user — needs step-free drop-off or home collection - Uses a phone with switch access at times --- ## Domain — Retail returns - Online purchases can be cancelled within the statutory cooling-off period (14 days in the EU and UK) without giving a reason, with exceptions such as sealed hygiene items - Refunds are made within the legal deadline (14 days in the EU and UK) using the original payment method unless the customer agrees otherwise - Faulty goods have separate statutory rights that are not limited by the shop’s own returns window - Return costs and who pays them are stated before purchase and again when starting the return Vocabulary to use: `return window`, `exchange`, `refund`, `return label / QR code`, `drop-off point`, `faulty item` ## Technology — Responsive web and email Inputs: Touch, Keyboard, Switch access, Camera for photos of faults - Order lookup by email and order number without sign-in - QR code and printable label both available - Drop-off locations include step-free access data --- ## Journey (5 steps) | # | Step | Goal | Compose with | Copy | |---|---|---|---|---| | 1 | **Find order** | Locate the order and choose items | `list + filters` | “Which items are you sending back?” | | 2 | **Reason** | Say why, and choose refund or exchange | `form + chips` | “Refund or swap for another size?” | | 3 | **Send back** | Pick drop-off or collection that suits access needs | `list + filters` | “Step-free drop-off points near you” | | 4 | **Label** | Get a QR code or label | `confirmation` | “Show this code at the counter — no printing needed” | | 5 | **Refund** | Track the return and know when money arrives | `progress` | “Refund of £65 issued to your card ending 4471 · allow 3–5 working days” | ### 1. Find order - Show the return deadline next to each item - Non-returnable items explained, not hidden - **empty:** We can’t find an order with that number. Check your confirmation email. - **error:** This item’s return window ended on 12 October. If it’s faulty, you can still report it. ### 2. Reason - Reason is optional for change-of-mind returns - Exchange shows live stock for the new size - **error:** Size 14 is out of stock. Choose a refund or get an alert when it’s back. ### 3. Send back - Filter by step-free access and opening hours - Home collection offered with any cost shown - **empty:** No step-free drop-off within 2 miles. Book a free collection instead. ### 4. Label - QR code also sent by email - State the deadline to send it back ### 5. Refund - Stages: Sent, Received, Checked, Refunded - Amount, method and timing in one line - **error:** Part of your return didn’t pass checks — here’s why and how to appeal - **loading:** We’ve received your return. Checking it usually takes 2 days. --- ## Principles 1. Make returning as easy as buying 2. State deadlines, costs and refund timing up front 3. Offer exchange first only when it is in stock; never push it over a refund 4. Accessible drop-off and collection options 5. Statutory rights are never narrowed by shop policy copy ## Do / Don't **Do** - Offer QR codes as well as printable labels - Show the refund amount, method and date - Explain why an item cannot be returned **Don't** - Default to store credit instead of a refund - Require a reason for change-of-mind returns within the cooling-off period - Hide the faulty-item route behind the returns window ## Accessibility - Drop-off list has a step-free filter and each location states its access details in text - QR code screen supports brightness boost and has the code number in text for manual entry (WCAG 2.2 1.1.1) - All controls work with switch and keyboard; focus order follows the visual order (WCAG 2.2 2.4.3) - Targets at least 44 × 44 px; refund status changes announced (WCAG 2.2 2.5.8, 4.1.3) Core minimums always apply: 4.5:1 text, 3:1 UI and focus, visible focus on every control, 44px touch targets, no meaning by colour alone, reduced motion respected. ## Content and voice - Refund copy is exact: “£65 to your card ending 4471 by Friday 7 November” - Deadlines in words: “Send it back by Sunday 9 November” - Rejected returns explain the reason and the next step, never just “Return declined” ## AI interactions - Optional: suggest the right size for an exchange from the reason given and past orders, shown as a suggestion the customer confirms - Photo check of a reported fault may speed approval, but a person reviews any rejection ## Edge cases - Gift return without the order number — refund as a gift card or to the buyer, explained clearly - Faulty item after the returns window — route to faulty-goods claim with statutory rights stated - Parcel lost on the way back — proof of drop-off from the QR scan is enough to refund - Partial return of a multi-buy offer — show how the refund amount was calculated - Customer has paid with two methods — split the refund and explain each amount --- ## Measures | Measure | Target | How | |---|---|---| | Self-service returns | ≥ 85% | Returns started online without a support contact | | Refund time | ≤ 5 working days | Warehouse receipt → refund issued, median | | Exchange rate | ≥ 30% | Size or colour returns that become exchanges | | Refund status contacts | −50% | Contacts asking about refund status vs baseline | Research: Usability tests with wheelchair users choosing drop-off points; Journey mapping of returns from start to refund using real orders; Legal review of returns copy against statutory rights in each market. --- When building this journey: follow the steps in order, compose each screen from core components and patterns only, keep the persona's access needs and the domain rules non-negotiable, and take every visual value from the active design skill. ## Using this journey in other outputs - **Deck or readout**: one slide for the persona (name, role, quote, goals, pains), one per step (goal, screen, the principle that matters most, its error state), then measures with targets. 16:9. - **Spec or document**: a section per step with goal, screen composition, copy, states and acceptance criteria; principles and accessibility rules as a checklist at the end. - **Look and feel**: this skill is brand-agnostic. If a design skill is named or installed (e.g. "in Mars"), take every colour, font and shape from it; otherwise use plain neutral styling and say which design skill would apply.