Returns without a ticket
Parcelwise
2022
Product manager, merchant tools
A third of all support tickets were about returns. We let merchants handle them without writing to us.
−34%
support tickets
The problem
Merchants couldn't change a return label or refund a partial order on their own. Every case went through our support team and took two days.
My role
I owned merchant tools and worked closely with the support lead, who joined every planning session.
What we did
Read 300 tickets and sorted them into seven jobs merchants were trying to do.
Built self-service for the four most common ones, inside the order page merchants already used.
Kept a one-click path to a human for the rest.
Result
Return-related tickets dropped 34% in three months. Support used the time to answer the remaining cases in hours, not days.