How an apparel brand put its verified return policy where the doubt starts

The policy was thirty days, no restocking fee, refund on receipt. It was also on page four of a legal template, in nine-point gray, and the checkout said nothing about it.

The challenge

• The most common pre-purchase question to support was, verbatim, “can I return this?”
• Nothing recorded which version of the policy was published at the moment of purchase.
• Support worked out every return deadline by hand, order by order.

The solution

Verified, where the doubt starts

Verification did not change a single clause. It changed what shows up where the doubt starts: the WeRefund Verified ✓ badge, on the product page and in the cart, next to the price. The policy page stayed exactly as it was.

Every order carries its own deadline

Every order now has a WeRefund Policy Record: the policy published at the time of purchase, kept on file, with a return deadline counted from delivery. The shopper sees that deadline after the purchase, free of charge, and support stopped computing dates by hand.

The results

• The WeRefund Verified ✓ badge on every product page and in the cart, with no change to the policy text.
• Every order kept on file with the policy version it was sold under.
• One Adyen connection and one Magento connection; Adyen stayed the payment provider.

What changed afterwards

Northbeam has not put a number on the effect yet. The next step is to measure checkout completion and returns with and without the badge; until then, the result it can state is that every order carries the terms it was sold under.