Dodo Brands
Reduced support requests about refund timelines
Situation
Users could only cancel orders by contacting support. The team was building self-service cancellation in the app, while support was already receiving recurring questions about refund timing.
Goal
Build clear refund expectations into the new flow so users understood the timing before confirming cancellation and had less need to contact support.
Actions
Requested support data during the design phase to identify what users needed to know about refunds.
iPhone mockup: Sketcher, CC BY 4.0. Model adapted and rendered for this portfolio.
What I did
- Used the findings to propose a short explanation before users selected a cancellation reason. Wrote copy clarifying that refund timing depends on the bank.
- Requested updated data after launch and compared inquiries across comparable monthly periods.
- fewer refund inquiries
- ≈49%
Results
In comparable months before and after the launch of self-service cancellation, refund-timing inquiries fell from approximately 1080 to 550 — a reduction of roughly 49%.