An in-app recovery flow for marketplace customers whose timely return requests become stuck after a pickup is marked unsuccessful or disputed.

Project objective

Understand the failure points after a return pickup goes wrong, then design a clear and fair recovery path for customers and support teams.

Initial scope

A customer can view the original return request and pickup-attempt history, report an incorrect failed-pickup status, and track a support decision or next pickup.

Out of scope

Automatic refund approval, automatic return-window extension, and automatic dispute acceptance.

Target users

1. Customers with a return pickup marked unsuccessful

2. Support agents handling disputed pickup cases

3. Secondary Research

4. Competitor Check

5. Problem Definition

6. Current User Journey

7. Proposed Recovery Workflow

8. Service Blueprint

9. MVP Prioritization

10. Success Metrics and Guardrails

11. MVP PRD