Background

Multiple items return options ia baseline experience that is offered by major e-commerce platforms. Until now, the TTS platform has not supported multiple item returns.

Buyers must start separate return processes for each item they want to return from one order. In interviews, over 30% of users who had trouble returning items tried to return multiple items together in one package. This caused other return requests in the same order to fail because those items weren't included.

Phase 2: Replacement

Problem: We currently do not provide an option to replace missing or damaged items in an order.
Solution: Offer buyers the choice to replace an item in situations where the package is either missing or has been damaged during the delivery process. This ensures that our customers can receive the products they ordered in good condition and without any undue inconvenience.

Phase 3: Exchanges

Problem: Returns of clothing items account for up to 25% of all returns, often due to issues related to sizing and other specifications. However, buyers do not currently have the option to exchange their items for different sizes, colors, or variations.
Solution: Offer buyers the convenient option to exchange an item in situations where they encounter issues with the size, color, or other specifications. Designed to ensure that our customers are satisfied with their purchases and can easily make adjustments if they receive an item that doesn't meet their specific preferences or requirements.