A generic contact-us link can hide both return costs and the information the merchant needs.
Return process: choices, cost and actual status
Explain how to start a return, eligible items and next steps. A request is not a refund.
Research context: Baymard · Order returns ↗
Choose a manual process if it fits the business. A self-service portal needs authentication and follow-up, not merely a form.
Try the pattern
Task and expected result
- 01
Open product policies and find cost and procedure questions.
- 02
In your process, distinguish requested, received and refunded.
- 03
Test a partial return without describing the whole order as refunded.
How to investigate value
Check whether shoppers can explain order status and next steps. Later measure status-related support requests per confirmed order.
Watch for side effects
False paid status, missing confirmations, duplicate gift-card redemption and signup without consent.
This is a proposed investigation, not a measured result. Choose one hypothesis and define the audience before testing.
Build a measurement plan for this concept ↗