HelloPrint's refund process was entirely manual — errors caught only after the fact. I redesigned it to shift validation from human review to system-enforced rules at the point of entry.
The redesigned flow adapts to context — issue type, order value, customer history, and amount all determine validation steps and approval thresholds automatically.
Legacy system (Presta): Request refund
As HelloPrint scaled, refund volume scaled too — but the review process didn't. Team Leads spent increasing time reviewing what the system should handle automatically.
→ Validation should happen at the point of entry — not after a Team Lead reviews it 24 hours later.
Guided refund request flow with built-in validations to prevent errors.
Clear overview of refund requests with status, actions, and key information.
Improved traceability and visibility of fund transfers between orders.
System-enforced validation eliminated errors caught after the fact. Team Leads now focus on genuinely complex cases — where their time should actually go.
