Phase II: E-Commerce Marketplace Returns
Project Summary
This project was part of a multi-phase initiative. Phase I launched Same Day Delivery (SDD) and Buy Online, Pickup In Store (BOPIS) of Office Depot goods being sold on a global E-Commerce Marketplace. Phase II focused on automating the returns process for orders placed on the marketplace.
Problem Statement
The existing returns process for orders made through the E-Commerce Marketplace was manual and lacked automation for in-store and UPS returns. This created inefficiencies in handling returns, delayed refunds, and impacted inventory management. Office Depot needed to develop a solution that would integrate returns with existing systems to enable real-time processing, reduce errors, and speed up customer refunds.
Key Objectives
• Create a New Returns Process: Automate the return process for orders placed through the Global E-Commerce Marketplace, integrating both in-store and UPS-based return options.
• Ensure Accurate Inventory Management: Synchronize returns data with Office Depot's inventory systems to ensure real-time updates when items are returned either in-store or through UPS.
• Integrate Returns into Existing Infrastructure: Ensure that the returns process fits into the existing BOPIS/SDD framework without disrupting ongoing order management processes.
• Enhance Customer Experience: Provide a seamless return experience by allowing customers to return items easily through multiple channels, including in-store or UPS, with minimal friction.
• Ensure Accurate Inventory Management: Synchronize returns data with Office Depot's inventory systems to ensure real-time updates when items are returned either in-store or through UPS.
• Integrate Returns into Existing Infrastructure: Ensure that the returns process fits into the existing BOPIS/SDD framework without disrupting ongoing order management processes.
• Enhance Customer Experience: Provide a seamless return experience by allowing customers to return items easily through multiple channels, including in-store or UPS, with minimal friction.
Solutions Implemented
• QR Code Scanning for Returns
• Returns & UPS API Integrations
• In-Store & UPS Returns Workflows
• Automated Refunds & Inventory Recon
• Returns & UPS API Integrations
• In-Store & UPS Returns Workflows
• Automated Refunds & Inventory Recon
Outcomes Achieved
• 80% reduction in return processing time
• 93.1% inventory accuracy improvement
• 40% increase in customer satisfaction
• 24.6% increase in return handling capacity
• 93.1% inventory accuracy improvement
• 40% increase in customer satisfaction
• 24.6% increase in return handling capacity
Responsibilities
(See my Core Responsibilities across all projects)
• User Experience (UX) Mapping: Collaborated closely with the UX team and end users to design an intuitive returns process flow, ensuring that user interactions, such as QR code generation and drop-off options, were optimized for ease of use.
• Usability Testing: Conducted feedback sessions with end users to refine the interface, ensuring a seamless and customer-friendly return experience across both in-store and UPS drop-off channels.
• Process Re-engineering: Integrated automated credits processing and inventory reconciliation into the returns process
• Usability Testing: Conducted feedback sessions with end users to refine the interface, ensuring a seamless and customer-friendly return experience across both in-store and UPS drop-off channels.
• Process Re-engineering: Integrated automated credits processing and inventory reconciliation into the returns process
Technologies Utilized
• QR Code Scanning - A QR code is generated when the customer initiates a return. Store associates use a Zebra Scanner app to scan QR codes and find the return details.
• UPS API: The returns process uses the UPS API for return label generation and tracking, if the customer decides to return the item via mail.
• UPS API: The returns process uses the UPS API for return label generation and tracking, if the customer decides to return the item via mail.
Returns Metrics Over Time
User Interface Flow for the UPS Returns Option
