Finding Lost Claim Data

Previously, Oliveyoung managed exchange/return (claim) data together within the order table, making it difficult to grasp the claim status of multiple products and leading to longer process lead times. Additionally, the causal relationship for refunds of additional costs such as coupons and reward points was unclear.

To address this, the CX Squad carried out the following data design improvements.

• Creating a claim-specific PK: Assigning a unique number based on the point in time when a claim occurs, enabling immediate confirmation of receipt, cancellation, and completion status
• Linking products to claims: Mapping the claim number to each product in the order table to clearly indicate claim progress status
• Tracking additional costs: Linking the claim number to coupons and reward points to clearly establish the causal relationship of refund amounts

Through these improvements, claim lead time has been shortened, and going forward, the company plans to provide an even better shopping experience through expanding smart return tiers and a concurrent claim processing process.