Context

Improving Order History Transparency for Refunded Orders

A notable gap has been identified in the Order History feature, particularly concerning the visibility of refunded orders. In the Iberian Market, users must manually request refunds for cancelled orders, leading to confusion and frequent support calls when users cannot ascertain if their orders have been refunded. This project seeks to enhance the Order History section by clearly indicating whether a cancelled order has been refunded. This improvement aims to empower users with better information, reduce unnecessary support interactions, and ultimately improve user satisfaction and retention. By addressing this issue, the RBI Whitelabel Platform can streamline the customer experience and enhance operational efficiency.

Problem Statement

Lack of Refund Status Visibility

The current Order History feature does not indicate whether a cancelled order has been refunded, causing confusion among users and leading to unnecessary support interactions. As a result, users in the Iberian Market frequently contact support to inquire about the status of their refunds, which increases support load and operational costs.

• User Confusion: Users are unable to differentiate between cancelled orders that have been refunded and those that have not, leading to uncertainty.

• Increased Support Load: Support teams receive a high volume of inquiries regarding refund status, reducing their efficiency and increasing operational costs.

• Operational Inefficiency: Resources are allocated to address repetitive support queries, diverting attention from more critical support tasks.

• User Dissatisfaction: The lack of transparency in the Order History feature contributes to a less user-friendly experience, potentially affecting customer satisfaction and retention.

Target Audience

1. General Customers (End Users)

• Needs: Easy access to accurate order status information, including refund status. Quick resolution of issues without needing to contact support.

• Behaviors: Regularly check order history to track purchases and refunds. Prefer self-service solutions over contacting support.

• Pain Points: Uncertainty regarding the status of refunds leads to frustration and unnecessary support calls. Lack of transparency in the order history.

• User Story: "As a customer, I want to see the refund status of my cancelled orders in the order history, so that I can avoid contacting support to confirm refunds."

• Real Use Case: Maria, a customer in Spain, recently had an order cancelled due to a delivery issue. She requested a refund but is unsure if it has been processed. She calls support to confirm the status, consuming both her time and support resources.

2. Support Operators

• Needs: Reduction in repetitive inquiries related to refund status. More time to handle complex issues and provide better customer service.

• Behaviors: Frequently address customer inquiries about refund status. Rely on internal tools to check and confirm refund details.

• Pain Points: High volume of repetitive refund-related inquiries reduces efficiency and increases workload. Limited capacity to focus on more critical support tasks.

• User Story: "As a support operator, I want customers to be able to see the refund status directly in their order history, so that I can focus on resolving more complex issues."

• Real Use Case: Juan, a support operator, spends a significant part of his shift confirming refund statuses for customers. This repetitive task limits his ability to assist with more complex and urgent support tickets.

Expected Outcome

Must-Haves

1. Refund Status Indicator in Order History

   • Description: Add a clear and visible indicator in the Order History section of the Whitelabel App to show whether a cancelled order has been refunded.

   • Rationale: This is the core feature of the epic. It directly addresses the primary user need of confirming refund status without contacting support.

   • Business Value: High. This feature is expected to significantly reduce the volume of support calls, leading to lowered operational costs and improved support efficiency.

2. Real-time Status Updates

   • Description: Ensure that the refund status in the Order History is automatically updated in real-time when a refund is processed.

   • Rationale: Real-time updates will provide immediate feedback to users, enhancing their trust in the platform's reliability.

   • Business Value: High. Reduces the likelihood of users needing to contact support for confirmation, further decreasing support load.

Open questions

Success Metrics

Insights

Stakeholder Interviews

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Analytics

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User Research

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Competitor Landscape