With the increase in product purchases made through e-commerce, the problems of returning items have multiplied.

The return process has become so very important and therefore it is necessary to evolve it and optimize its IT architecture.

In this story, I’ll show you how the returns process interacts with the IT system.

To simplify the explanation and make it easy to understand, I have chosen to use the BPMN representation method to describe the complete flow.

If you don't know how to use BPMN you can read more information at this link https://www.omg.org/spec/BPMN/2.0/PDF.

Graphic representation
The following diagrams are a high level view and have only the main functions. Each applied use case has a custom flow with vertical integration and sub-processes.

Brief explanation of how to read them:

• The start of the stream is a green circle
• Each row is representative of an actor
• Each bubble has a meaning

https://drive.google.com/file/d/1AseqwOKPXxwb4HN9aG2kAr3_zKrvsSt6/view?usp=sharing

Insights?
If you have any questions or corrections, please contact me.

Insights about BPMN
In general at this link https://www.bpmn.org/
Complete guide at this link https://www.omg.org/spec/BPMN/2.0/PDF

Document version
Version: 1.0 - Last update: 27/07/2023 - Author: Corrado Facchini

About me
https://www.linkedin.com/in/corrado-facchini-8948553b/