Returns and Refund Policy
Automated system that determines return eligibility, responsibility, and refund calculations based on purchase conditions and seller policies.
Solution
This policy enforcement system streamlines the returns process by evaluating multiple factors to determine eligibility and responsibility. The system first checks if a return request falls within the seller's specified time window and meets their return policy requirements. For eligible returns, it identifies whether the responsibility lies with the buyer, seller, or platform based on the reported issue and product condition.
Once responsibility is established, the system calculates the appropriate refund amount, factoring in potential restocking fees when applicable. It also determines whether return shipping costs should be covered and by which party. The system provides clear explanations at each decision point and estimates processing times based on the responsible party. This creates transparency for all stakeholders while ensuring consistent application of marketplace policies across all transactions.
How it works
The decision graph processes return requests through three interconnected nodes:
Return Eligibility Assessment: Evaluates if the return falls within the allowed timeframe (standard or extended), checks if returns are permitted by the seller's policy, and considers the reason for the return.
Responsibility Determination: Assigns responsibility to the appropriate party (buyer, seller, platform, or shared) based on the return reason, item condition, and eligibility determination. For example, damaged new items are the seller's responsibility, while "changed mind" returns are the buyer's responsibility.
Refund Calculation: Computes the refund amount based on eligibility and responsibility, applying restocking fees when appropriate. It also determines whether return shipping costs are covered and estimates processing time based on the responsible party.
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