📋 Business Analysis & Process · Swimlane

E-commerce Return and Refund Swimlane

A product return from request to refund across the customer, customer support, the courier, the warehouse and finance.

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Drawing diagram…

What this diagram shows

Return window check at the start
Quality check decides refund or rejection
Refund to original payment method

Prompt used

Swimlane process for an online return: the customer requests a return in the app, customer support checks it is within the 10-day window, the courier picks up the item, the warehouse inspects it and rejects damaged or used items, and finance refunds the amount to the original payment method.

Mermaid code

flowchart LR
  subgraph Cust["👤 Customer"]
    direction LR
    S(["Start"]) --> A1["Request return"]
    A2["Hand over parcel"]
    E(["Refund received"])
    X(["Return rejected"])
  end
  subgraph Support["🎧 Customer Support"]
    direction LR
    B1{"Within return window?"}
    B2["Schedule pickup"]
  end
  subgraph Courier["🚚 Courier"]
    direction LR
    C1["Pick up item"] --> C2["Deliver to warehouse"]
  end
  subgraph WH["📦 Warehouse"]
    direction LR
    D1{"Item in good condition?"}
    D2["Send item back to customer"]
  end
  subgraph Fin["💰 Finance"]
    direction LR
    F1["Refund to original payment"]
  end
  A1 --> B1
  B1 -->|No| X
  B1 -->|Yes| B2
  B2 --> A2
  A2 --> C1
  C2 --> D1
  D1 -->|No| D2
  D2 --> X
  D1 -->|Yes| F1
  F1 --> E

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