Process Model

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Ross return policy is causing issues at the retail level. There have been many displeased customers who have lost their receipt due to unforeseen circumstances. The result of not giving a customer their money back causes a loss in customer loyalty, and the customer will seek alternative retailers. To address this problem, we must first understand the business process of a return according to Ross Dress for Less return policy. 

A business process model is a diagram that maps out a network of activities for completing a task within a business. After the business process begins, there are activities and decisions that occur to reach the end of the process. Decisions are made that affect the activities following the decision. Activities are specific tasks that need to be accomplished as a part of the process. There are swim-lanes that separate the activities by roles. The roles tie into one another through the various activities and decisions that are made within the business process. (Kroenke, 2014)

Business Process Model for a Return Transaction at Ross Dress for Less

The business process of making a return begins with the customer. The customer makes a decision to return any merchandise purchased from Ross. The customer then presents the cashier with the receipt or lets the cashier know that they do not have a receipt. If the customer presents a receipt, the cashier chooses the "Original Receipt" option then scans in the merchandise ticket barcode. The register acts as a data repository system. It holds information such as the purchase date. If the return is made within the 30 days of the purchase date, the system will allow the customer to get their refund the way they paid. If the return is made after the 30 days, the customer will get a store merchandise credit. If the customer does not have a receipt, the cashier chooses the "No Receipt" option, the register prompts the cashier to ask the customer for ID (driver's license, state id, passport, military id), the numbers associated with the ID is entered into the register. The cashier scans in the merchandise, the cashier chooses the "Look Up Price" option which tells the merchandise current selling price. The customer will get merchandise credit for the merchandise current selling price. The cashier issues the customer a store voucher card by scanning the card into the register, the amount of store credit is placed onto the card. In this process, the key decisions made are the way the customer will receive their money back (store credit, debit, credit or cash) and the amount of money or store credit that will be returned to the customer. A receipt prints from the register printer and the customer has successfully received their refund. 


Visit the Frequently Asked Questions section to learn about the Ross Return Policy: http://www.rossstores.com/contact-us/ 

Works Cited

Kroenke, D. M. (2014). MIS essentials (4th ed.). Harlow: Pearson.