# CS-17: Return and refund tracking

Category: Commerce & marketplaces
Level: Intermediate
Suggested duration: 3–4 weeks

Original UXCharan practice scenario. Validate assumptions; do not present it as a commissioned client project.

## Problem
A hypothetical retailer confirms a return request but hides the next steps. Explore a flow that distinguishes request acceptance, collection, inspection and refund progress, with clear routes when something goes wrong.

## People to learn from
Online shoppers returning an unsuitable purchase

## Core scope
- Start a return
- arrange handover
- track resolution

## Research questions
- What proof do shoppers keep?
- Which status terms cause confusion?

## Edge cases
- Missed pickup
- rejected item
- delayed refund

## Specific artefact
A returns service blueprint and status timeline

## Evaluation question
Can users explain the current state and their next responsibility?

## Work to share
Problem and role; anonymised evidence; alternatives and rationale; task flow; prototype; accessibility considerations; testing findings; revisions and honest limitations.

## Request feedback
Share a viewable Figma, document or portfolio link with Saicharan on WhatsApp: https://wa.me/917093809350
Include CS-17, your name, project stage and your main feedback question. Confirm review scope, timing and any fee directly.

## Methods
- Research planning: https://www.gov.uk/service-manual/user-research/plan-user-research-for-your-service
- Research consent: https://www.gov.uk/service-manual/user-research/getting-users-consent-for-research
- Design exploration: https://www.designcouncil.org.uk/resources/the-double-diamond/
- Usability testing: https://www.nngroup.com/articles/usability-testing-101/
- Accessible forms: https://www.w3.org/WAI/tutorials/forms/
- Portfolio storytelling: https://www.nngroup.com/articles/ux-design-portfolios/