Returns and exchanges brief
Design returns and exchanges that make eligibility, logistics, status, and the final remedy clear to customers.
E-commerce · 45 min · Advanced · 35 questions
Eligibility and choice
Which products are eligible for return?
Which item conditions are eligible?
Does the purchase channel affect eligibility?
Does the seller affect eligibility?
Does the customer's region affect eligibility?
How long does a customer have to start a return?
Evidence and remedies
Which evidence is needed to choose a remedy?
Which return evidence should inform product quality work?
Which evidence is needed for a carrier claim?
When should a customer receive a refund?
When should a customer receive a replacement?
When should a customer receive an exchange?
When should an item be repaired?
How should exchange inventory be reserved?
Return logistics
When does a return need a shipping label?
When can a customer use a QR drop-off?
When is return pickup available?
Which online purchases can be returned in a store?
Which packaging does a return require?
How should international returns work?
How should hazardous goods be returned?
Condition disputes
Who assesses the condition of a returned item?
Which evidence should be recorded?
How should disputed deductions be reviewed?
Refunds
When should the refund be issued?
Where should the refund be sent?
Which fees are refundable?
Which currency should the refund use?
How will customers track refund status?
Complex orders
How should a returned bundle be recalculated?
How should a returned gift be recalculated?
How should a return affect a promotion?
How should returns work across split shipments?
Who funds a marketplace return?
How should a partial return affect the order total?
How to use this brief
Use this brief as a bank of questions for the conversation. Choose what is relevant, mark covered questions as you go, and skip anything that has already been answered.
Use this brief when...
Use when you need to design returns and exchanges that make eligibility, logistics, status, and the final remedy clear to customers.
Best used as: Live call · Async intake
- Category
- E-commerce
- Discussion time
- 45 minutes
- Depth
- Advanced
- Last updated
- Jul 21, 2026
- Scope
- Design briefs
- Best used as
- Live callAsync intake
- Design roles
- Product designer
- Audience
- Product designersUX and UI designersProduct managersMarketing teams
- Platforms
- WebMobile webCommerce platform
- Company type
- B2CMarketplace
- Product stage
- GrowthMature product
- Tags
- e-commercereturns-and-exchangesdelivery-and-operationspost-purchase-servicereverse-logistics