Elizee Internship: Exchanges & Returns Flow

UX Research | UI Design | UX Design

TL;DR

This project moved Elizee from a manual, email-based exchange and return process to a clearer self-service flow using PostCo, reducing support overhead while keeping more revenue in exchanges and store credit.

Date

May 2025 – Aug 2025

Role

UI Designer

UX Designer

Tools

Figma

Klaviyo

Shopify

PostCo

Methods

Interview

Flow Design

UX Audit

My Impact

34h

saved every year

95%

automated without staff intervention

400

support emails avoided

$XX,XXX

revenue retained from exchanges and store credit

The Solution Flow

I designed the end-to-end return flow starting from the homepage returns page, defining the layout, imagery, and copy to guide users clearly through the process.

Choose Return Options

I designed a clear return and exchange flow by defining eligibility rules, timelines, and support options from the beginning of the process.

Set Clear Eligibility Expectations

The flow asks key verification questions so returned items can be checked for resellable condition before a return is approved.

Enable Scalable Self-Service

The system filters valid returns automatically and flags edge cases, like damaged products, for manual review.

Capture Return Reasons

I used the reason-to-return step to improve both the customer experience and the business. Structured return reasons can later inform size and fit guidance on product pages.

Offer Store Credit, Exchange, or Return

This step gives customers flexible resolution options while helping the business retain revenue when possible.

Encourage Exchanges

I designed the flow to encourage exchanges before refunds so Elizee could retain revenue while keeping customers engaged with the brand.