BPMN Example: Online Shop Returns Process
A worked BPMN example: an online shop's returns process, from return request to refund. Draw the tasks, an inspection gateway with labelled yes and no flows, and an end event for every path, in the free bpmn.io modeler.
Step by step
Returns process
- Returns, start to end. Every online shop gets returns, and the rules for a refund are where arguments start. Here's the returns process we'll model, from the customer's request to the refund, with one inspection decision.
- New diagram. Start a new diagram in bpmn.io. The thin circle is the start event. Name it return requested, the trigger for the whole process.
Tasks
- Tasks. Click the start event, then the rounded box in its small menu. First task. Receive item. Then the warehouse checks it. Add the next task from receive item. Inspect item. Each task is a verb and a noun.
Inspection decision
- Decision. Now the decision. Click inspect item, then the diamond. Name the gateway with a short question. Item OK?
- Yes path. If the item is fine, we pay the money back. Add a task from the gateway, refund customer, and label its arrow yes. Click refund customer, then the thick circle. That's an end event. Name the result. Refund paid.
- No path. If the item is damaged or used, there's no refund. Drag a task from the gateway's menu to the space below it. Send item back. Label the arrow no. This path needs its own end too. Add an end event from send item back, and name it return rejected.
- Decision. Look at the gateway. One arrow says yes, the other says no, so the warehouse and the finance team read the same rule.
- The finished model. Click away to see the whole returns process. One start, four tasks, one decision, and two ends, so every path finishes.
Recap
- The rules. So, start with the trigger, name each task with a verb and a noun, ask one clear question at the gateway, label both arrows, and give every path its own end. Subscribe for more BPMN tips for business analysts.
