Return & Exchange

Human ↔ Human

Customer-initiated return or exchange from request through inspection, processing, and replacement shipment.

6 nodes · 6 edgesretail

humansystem

Visual

Customer Requests Returnhuman

Customer submits return/exchange request with reason and order number.

↓sequential→ Verify Purchase

Verify Purchasesystem

System validates order exists, is within return window, and item is eligible.

↓sequential→ Inspect Returned Item

Inspect Returned Itemhuman

Warehouse staff inspects returned item condition against return policy.

↓sequential→ Process Refund or Exchange

Process Refund or Exchangesystem

System issues refund to original payment method or creates exchange order.

↓conditional→ Ship Replacement

↓conditional→ Confirm Receipt

Ship Replacementsystem

Warehouse ships replacement item if exchange was selected.

↓sequential→ Confirm Receipt

Confirm Receipthuman

Customer confirms receipt of replacement or refund and case is closed.

Open in Editor

uc-return-exchange.osop.yaml

osop_version: "1.0"
id: "return-exchange"
name: "Return & Exchange"
description: "Customer-initiated return or exchange from request through inspection, processing, and replacement shipment."

nodes:
  - id: "request_return"
    type: "human"
    subtype: "input"
    name: "Customer Requests Return"
    description: "Customer submits return/exchange request with reason and order number."

  - id: "verify_purchase"
    type: "system"
    subtype: "action"
    name: "Verify Purchase"
    description: "System validates order exists, is within return window, and item is eligible."

  - id: "inspect_item"
    type: "human"
    subtype: "review"
    name: "Inspect Returned Item"
    description: "Warehouse staff inspects returned item condition against return policy."

  - id: "process_refund"
    type: "system"
    subtype: "action"
    name: "Process Refund or Exchange"
    description: "System issues refund to original payment method or creates exchange order."

  - id: "ship_replacement"
    type: "system"
    subtype: "action"
    name: "Ship Replacement"
    description: "Warehouse ships replacement item if exchange was selected."

  - id: "confirm_receipt"
    type: "human"
    subtype: "input"
    name: "Confirm Receipt"
    description: "Customer confirms receipt of replacement or refund and case is closed."

edges:
  - from: "request_return"
    to: "verify_purchase"
    mode: "sequential"
  - from: "verify_purchase"
    to: "inspect_item"
    mode: "sequential"
  - from: "inspect_item"
    to: "process_refund"
    mode: "sequential"
  - from: "process_refund"
    to: "ship_replacement"
    mode: "conditional"
    when: "type == 'exchange'"
    label: "Exchange selected"
  - from: "process_refund"
    to: "confirm_receipt"
    mode: "conditional"
    when: "type == 'refund'"
    label: "Refund only"
  - from: "ship_replacement"
    to: "confirm_receipt"
    mode: "sequential"