UnLACED. the Returns.    

Because “just email support” isn’t a return policy.

 

85%

DROP in “Why denied?” emails

35%

FEWER returns-related CX tickets

15%

Retention post-return

What was once manual and chaotic is now a system that works, without burning out the team behind it.

The return process at UnLACED began with a simple customer email, but everything that followed was chaotic. Support tickets piled up, status tracking lived in spreadsheets, and the ops team was stuck improvising workarounds. It wasn’t scalable. It wasn’t trackable. And it wasn’t a system.

There are three mobile screens with the main steps to setting a Refund on the admin side. First, you can click the button to start the process. Second, fill in the details, and finally, fill out the summary.

As the lead product designer, I collaborated across CX, operations, and engineering to rebuild the logic behind the return flow.

  • Audited 17 cases to isolate root friction
  • Mapped manual steps into automated triggers
  • Created internal visibility for case status and handoffs
  • Designed without introducing any new tools
Table with all scenarios were item is eligible to be refund
Mapping all scenarios to reject or approve a refund

While the user experience remained familiar, customers still triggered support via email. What changed underneath was everything. Internally, the path that the message followed became structured and traceable. Agents no longer had to chase down updates or improvise responses. Systems were finally in sync, and support teams could focus on solving, not scrambling. The outcome spoke for itself: “Where Is My Order?” tickets dropped by 75%, simply by making live order communication visible and reliable.

After

This wasn’t a redesign. It was a repair. We removed uncertainty and returned time, clarity, and confidence to the people doing the work.

 

A significant milestone was unlocked along the way: the return process became so streamlined that the most significant remaining challenge was reaching full self-service, the long-term goal all along.

Desktop view of the Admin account with the refund form to open a refund.
Refund emails series and timing. Timeline from Day 0 to the final resolution with the refund.

Company

LACED.

Year

2022-23

Design Tools

Figma and Overflow

Uncover more of my work

  • Receive, process, authenticate, classify, store, inventory, and resell processes are synchronised with the rest of the system.
  • Receive, process, authenticate, classify, store, inventory, and resell processes are synchronised with the rest of the system.
  • Receive, process, authenticate, classify, store, inventory, and resell processes are synchronised with the rest of the system.
  • Receive, process, authenticate, classify, store, inventory, and resell processes are synchronised with the rest of the system.
  • Because “just email support” isn’t a return policy.
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