Enabling Partial Refund on Gojek Food Delivery Service (GoFood)

2021

For merchant not being able to perform [cashless] partial refund directly from GoBiz app does actually cause inconvenience for both merchant & customer; merchant needs to prep the refund in cash while still busy prepping the order & customer will receive their unused balance back in cash which is irrelevant since the transaction was done cashless, leaving them with loose changes.

As a designer here, I explored ways to let merchant perform a [cashless] partial refund directly from the GoBiz app efficiently, in attempt to eliminate the inconvenience.

Role & Responsilbility

Solo Designer–discovery, user research, ideation, design, testing

Tools of Trade

Figma

Table of Content

Discovery

Overview

Problem

Goal

Competitor analysis

Solution

Final design

Constraint

Outcome & Impact

Disclaimer: This project is no way affiliated with IKEA Indonesia, and for educational & research purpose only

1. Discovery

Why this project needs to happen?

I ordered some foods from GoFood using GoPay; Gojek-owned e-wallet as the payment method. Not long after, the merchant called and informed that one of the item I ordered was unavailable, so they offered refund.

The food came, so did my (partial) refund. In cash. The first thing came to mind was–

“If the food was paid in GoPay (e-wallet), then why is the refund in cash?Why can’t merchant just return the unused GoPay balance?”

2. Overview

Before getting in-depth at the problems, here’s a brief explanation about the service for more context & understanding.

What's GoFood anyway?

A food delivery service embedded withing Gojek app; allowing its user to order from hundreds of thousand merchants across Indonesia. The food will later be delivered by Gojek driver partner, just like how Uber Eats operates to put it short.

While GoFood were meant for the customer to place order,
‍merchants have GoBiz as a platform to receive, process incoming [food] orders & manage their business within the app.

Here's the flow of the service:

3. Problem

[Cashless] partial refund is not possible to perform on the current Version of Gobiz app. And it's inconvenient.

Merchants are unable to edit/remove the unavailable item from the customer’s order, causing the inability to update the final price within GoBiz app.
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Therefore, when there’s something out of stock and merchant needs to issue a [cashless] partial refund, it will be done in cash since refund can’t be done automatically through the app–which is very inconvenient for both party.

From customer's point of view

According to the survey on Digital Payment and Financial Services Usage and Behavior in Indonesia in Q2 of 2021, 75% of the GoFood transaction were done cashless.

Therefore refund in cash is irrelevant when the customer paid using any kind of cashless method. It's not fun adapting a cashless lifestyle with loose changes everywhere from your dinner refund last night.

From merchant's point of view

Most of the time, refund happened when merchant gets too occupied preparing & managing incoming orders; way too busy to update the item's availability.

So it's possible for customers to order something that happens to be listed on the menu but actually out of stock. Imagine being on a busy day and still required to prep the cash to return the customer’s unused balance?

Imagine being on a busy day, yet still required to prep the cash to return customer’s unused balance

Non-cash payment should make payment process for the merchants faster and easier. It’s not helping them to do transactions any faster if they still need to prep the cash for refund, it defeats the purpose of going cashless.
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Therefore, it can be concluded that–

Merchant’s inability to edit the incoming order is the cause of all the inconvenience

Here's why:

4. Goal

To solve the existing problems, the designed solution must be able to:

1. Return customer's unused GoPay balance/non-cash fund back;make partial refund possible

2. Edit the order efficiently

Giving merchant option/feature to edit incoming order can make partial refund possible, no more refund in cash & customer can get their unused balance back; problem solved

5. Competitor analyisis

Competitor analysis . merchant's platform

1. GrabFood/GrabMerchant. Edit order

Letting merchant to edit the incoming order isn’t exactly new, GrabMerchant–GrabFood’s merchant platform; Grab’s GoBiz–equivalent have this feature implemented on their app already.

Pro

Merchant can edit / remove the unavailable item from the app. Customer can receive their unused balance back right away

Con

Confirmation from customer
(via phone call) is required to edit the order. If the customer’s being unresponsive, this can slow the merchant. Imagine being on a busy day, but you’re chained to you phone waiting for customer’s response to confirm the next action to take.

Competitor analysis . customer's platform

2. Food Panda . Pre-determined action

Food Panda also have a feature that possibly help merchant to deal with the unavailable item

Pro

Customer can choose what action can be done when the ordered item is not available. Therefore, merchant is no longer required to wait for customer’s confirmation to take any action.

Con

The way the options were positioned are not very efficient; at each of the item detail. Too much action required since user need to adjust the option on each item they ordered.

6. Solution

Both of the features present on cumpetitor’s platform contribute to a faster & more efficient refund process. Therefore by adapting–

1. Edit order

2. Pre-determined action

–on both customer's & merchant's platform can eleminate the present inconveniences & problems.

7. Final design

The prototype were designed according to Gojek [GoFood] & GoBiz’s current design language, so the newly implemented feature can fit seamlessly into the existing platform.

1. Edit order

There are three actions that can be taken by merchant when an item’s unavailable:

1. Remove item from the cart

2. Edit order detail (quantity & add-ons)

3. Add more item to the cart

Edit order

1. Remove item

This option allows merchant to remove the unavailable item from the cart. Making it possible to do partial refund.

When the process has been completed, status of the unavailable item will be automatically updated to out of stock & customer’s unused GoPay balance/non-cash fund will be returned right after.

Edit order

2. Edit order detail

This option allows merchant to edit existing item's quantity & add-on. This option come handy when customer ordered few amount of the same item but there are not enough stock to fulfill the order.

Edit order

3. Add more item

While edit option edits the detail & add-ons of the existing item on the cart, add option lets merchant to add new item from the menu list to the cart.

Any edits that were made on the cart will be highlighted. So it’s easier for merchant to notice the changes made.

To perform any edit on the incoming order, merchant needs to contact customer beforehand for their approval.

After contacting customer & have their approval to edit the order; item’s detail & add item, merchant may edit the order according to customer’s request.

Later, customer will be notified about the edit occured & the final price. If customer approve the edit, they can choose confirm to complete the process, or deny if the edit is not fitting to the initial agreement.

2. Pre-determined action

While Food Panda put this option on each food detail, I decided to put the option on GoFood order summary

This way, customer only need to adjust the options once on the oder summary, not adjusting the option on each of the item they ordered–more efficient

There are 3 actions that can be taken when the ordered item's not available:

Remove [unavailable] item

For whom is this feature made?

Those who are fine with their order being incomplete

Usually the ordered food can be shared (e.g. pizza) or the amount of food they ordered is enough to cover the unavailable food

Call me

For whom is this feature made?

Those who wants to replace the unavailable item
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They don’t mind replacing their order as long as they have the order amount complete

Cancel the entire order

For whom is this feature made?

Those who needs to receive their order exact & complete

They rather cancel the entire order & find a new restaurant to place and order

8. Constraint

While designing the solutions, I don’t personally know someone that happens to be a GoFood merchant to interview & to test the final design to. Therefore, the designs were tested by non-merchant participant.

Merchant works under different circumstances; they need to manage the order via GoBiz, making the order, and also processing transactions from the non-GoFood user; much pressured environment.

Therefore, testing the design to those who don’t really do the merchant’s work won’t yield the most accurate feedback & validation on the design.

9. Outcome & impact

All in all, the newly designed solutions are able to reach the designing goal–merchants can edit the order & issue partial refund through GoBiz app & customer can receive their unused GoPay balance back immediately.