CitiConnect_API_Case_Study_Book

14 Due to the explosion of online retail activity in Asia, the company is going through significant increase in commercial scale. Correspondingly, the company is also experiencing an increase in the volume of goods returned by customers for refunds. Its cumbersome refund process, which took at minimum several days before the customer is able to receive the refunded amount, was emerging as an area of concern that negatively impacted customer experience and discouraged repeat purchases from its customers. Working with Citi, the company is able to implement a refund process that incorporates CitiConnect API, which streamlines its goods return process and enables the payment of refunds to its buyers instantly: The solution is powered by the following CitiConnect APIs: STEP 1 Customer returns an item to the company by post or in person STEP 2 After the returned item is vetted, the company calculates and approves the amount to be refunded in its refund processing system STEP 3 A payment instruction is then automatically triggered and authorized for the bank to pay the refund amount STEP 4 Customer is notified of the refund status • Improved efficiency as the refund process is integrated with payment instructions via API, as opposed to separate manual processes between the refund processing system and the payment authorization system • Improved customer experience which increases the customer’s confidence to be repeat purchasers, as they are assured of faster receipt of refunds Authentication of company instruction Payment initiation via a choice of local payment instruments Payment status inquiry to confirm that payment is successfully made • Compensation disbursement to airline passengers during flight delays • Disbursement of goodwill payments in response to genuine customer complaints Instant Refund Processing The Company Global leading online marketplace operating extensively in Asia. The Challenge The Solution The Benefits Potential Uses Seamless Client Experience | API Playbook