Returns
Making online returns self-service for a clothing shop that handled them by email.
Role
Product designer
Team
1 designer, 1 developer, customer support lead
Timeline
10 weeks
Platform
Web
Context
Pellin & Sloe sells clothing online in Portugal and Spain. Every return started with an email to support.
Note 1
I include this 10-week project on purpose, because most teams I talk to need something about this size.
Problem
Support answered about 300 return emails a month, and customers waited a day for a label.
Note 2
I read 200 of those emails. Most asked the same three questions: can I return this, how, and when is my money back.
Decision
A returns page that answers those three questions in order: pick the item, see if it qualifies, print or show the label.
Note 3
The three steps follow the order customers already asked in their emails.
Outcome
Return emails fell from about 300 a month to about 70 within two months.
Note 4
The 70 are the useful ones now: damaged items and sizing questions, which support actually wants to answer.
What we cut
Exchanges in the same flow. They doubled the steps, so exchanges stayed an email for now.
Note 5
Leaving exchanges out kept the launch to 10 weeks. It's the next project, if they ask.
Before and after
Note 6
The before is an inbox: about 300 emails a month and no returns page at all.
Results
About 70
return emails a month, down from about 300
3 steps
from item to label
10 weeks
from first interview to launch
Lessons
Support inboxes are research. Read them before you schedule interviews.
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