What factors will you consider while designing an online returns experience for a home improvement e-tailer?

Understanding the problem:

- Home Improvement Products - Home decor/Furnishing products/Kitchen products/electronics or something else?

"Anything that you need at home"

- Returns experience for whom - End consumer who bought? Any other party -> "End consumers (buying for themselves/gift purpose)

- Why are the returns happening - Do we know any prominent reasons why returns are happening? I can also think about this otherwise -> "Think on your own."

- Who is doing the returns - The same user who bought the product? "In most cases, yes; otherwise, anyone with access to the user's account can place the order."

- Geography scope - Think on your own  -> "India."

- What kind of product - Redundant question

Business goal -> Give a better experience

How do we measure it currently -> "Time taken to resolve a ticket from generation to end state."

Where are we on the metric? How much improvement are we looking for -> 10% improvement? 

Do we have an online return experience for the users right now - > No

Journey 

- Request generated by user -> Manual/Auto approval/rejection -> Seller Intimation with feedback -> Delivery Boy map ->Warehouse Intimation -> Delivery boy pickup -> Drop at Warehouse -> Logistics partner pickup -> Drop at another warehouse -> Delivery boy pickup-> Drop at seller's location -> Seller feedback -> Payment credit -> User feedback 

I will consider these factors against each user set. Next, I can go ahead and prioritise these factors.