Proof Pack · All families
Tidewater Supply · Returns
Returns Page Order
A returns page that buried the policy became one that answers the question before the support email is sent.
Tidewater had a fair returns policy and a busy inbox. The policy page led with legal language; the answer a worried buyer wanted sat three scrolls down.
Client
Outdoor supply retailer
Engagement
Returns page review, two weeks
Source Material
Return emails, policy page, support scripts
Overview
What two weeks documented
We read the return emails the way a nervous buyer does: fast, hoping for a yes. The window, the condition rules, and the how-to were buried under policy text. We moved the plain answer to the top, the conditions underneath, and left a template the team could reuse.
2
Week Engagement
4
Question Types Ordered
6
Policy Pages Reviewed
1
Returns Template Delivered
The Evidence
The annotated record
Return emails with our review annotations, grouped by the question each one answers first.
Page Order
Can I return it, by when, in what condition, and how. One order, the plain answer first.
What We Did Not Measure
Return rates and revenue sat outside this review. Those belong to live store data, so we left them out.
“The page finally leads with yes. Support emails about returns dropped off our daily list.”
Operations lead, Tidewater Supply
Your Shop