Documentation
Returns portal
The shopper-facing experience: reason capture and the outcome ladder.
The portal is where a shopper starts a return. It's branded, login-light, and designed to resolve in under a minute.
Reason capture
Reasons are captured as structured machine codes — a direction and a body area — not free text. This is what makes them aggregatable downstream.
- Direction: TOO_SMALL, TOO_LARGE, STYLE_MISMATCH, …
- Area: SHOULDER, CHEST, WAIST, SLEEVE, …
- Composed code: FIT_TOO_SMALL_SHOULDER
The outcome ladder
Resolutions are presented in revenue-protecting order: exchange, advanced exchange, store credit (with optional bonus), then refund as the last rung.
Only FIT-category reasons feed the intelligence layer. Color, defect, and logistics reasons are excluded to keep the data clean.