Introduction
Returns are where a marketplace either earns trust or loses it. In Argentina the problem has local twists: high inflation means a refund that takes three weeks loses real value, a purchase paid in "cuotas sin interés" is hard to unwind, and a buyer in Neuquén or Salta may be hours from the nearest drop-off point. Mercado Libre already offers free returns on many items through Compra Protegida and Mercado Envíos. I'll focus on the buyer side, pick the segment that suffers most, map the journey from "this isn't right" to "my money is back", and propose improvements that make returns faster and cheaper without inviting abuse.
I'd check early whether the interviewer wants buyer experience, cost, or both. I'll assume buyer experience is the goal, with return cost as a guardrail.
Step 1
Clarifying Questions (5 mins)
Why it matters: The causes and fixes are different. Argentina's consumer law also gives online buyers a right to cancel within 10 days through a "botón de arrepentimiento". Expected answer: All three, but regret and "not as described" make up most volume. Impact on approach: I'll design one flow that branches by reason.
Why it matters: I need a baseline. Expected answer: The buyer opens a return from "Mis compras", gets a label, drops the package at a Correo Argentino or partner point, and the refund is issued after the seller or warehouse checks the item. Impact on approach: The slow parts are likely drop-off and refund timing.
Why it matters: With high inflation, time-to-money matters more than in most markets. Expected answer: Back to the original method. Card refunds can take one or two statement cycles; Mercado Pago account money returns faster. Impact on approach: Refund speed and the refund destination are key levers.
Expected answer: Buyer satisfaction with returns and repeat purchase after a return. Impact on approach: I'll track repurchase after return as the main outcome.
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