PRD — Refund request flow

Product requirements for the self-serve refund request flow (eligibility, evidence upload, partial refunds, payout routing, edge cases, NFRs, analytics, acceptance criteria).

1) Overview

Problem

Shoppers open support tickets for refunds they could resolve themselves, and agents spend most of a case re-checking eligibility by hand.

Goal

Give shoppers a refund request they can finish in one sitting, with an eligibility answer up front and a payout date they can plan around.

Success metrics (measured weekly)

• Self-serve refund completion: +14 pts vs baseline.
• Refund tickets per 1k orders: −38% vs baseline.
• Eligibility check accuracy: >97.4% (no agent correction needed).
• Request submission errors (client + server validation): <1.2% of sessions.
• Median time to decision (p50): <9s on a warm cache.

Non-goals (explicitly out of scope for v1)

• Chargeback and dispute representment.
• Store-credit issuance and expiry rules.
• Refunds on gift orders bought by a third party.
• Return-label printing (unless already purchased).