What
A feature of the Capital One mobile app that allows users to track an expected refund. Just like companies 'forget' to refund you, you forget that you expect money back.
This refund tracker feature to Capital One’s mobile app serves the users innovatively and authentically by ensuring they will always be kept in the loop about when a refund is expected to adjust their credit or notified of any unresolved refunds.
Why
There is no way to track whether the refund credits back to the users’ accounts. Often, many are left without a refund until months later when they realize and reach out to their financial institution or the merchant to follow up.
The problem
Companies are reluctant to refund online returns. Thus, users either:
1) Don't get refunded because they forget
2) Will get refunded only when they reach out to the merchant demanding one to be processed
User goals
Full control and overview of their finances
Ease of mind and organization (especially for the heavy online shoppers)
Reduce effort to track down a refund
Business goals
Increase customer loyalty and user satisfaction (+10% in Customer Satisfaction score)
Reduce customer support inquires in regards to refunds
Recover $500,000 in unresolved refunds for consumers in Q4
