Payment protectionDetails
- Revisions within the package are free.
- If you do not respond within 3 days of delivery, the work is accepted automatically.
The money is reserved when you pay and released only once you accept the work.
Example result
Process review: order-to-delivery at a custom furniture workshop
Current process map (order intake → production)
- Customer sends an inquiry via website form, phone or Instagram DM
- Owner (Dan) replies personally, often 1–3 days later
- Dan measures on site, sketches by hand, photographs the sketch
- Quote typed in a Word template, emailed as PDF
- Customer pays 50% deposit by bank transfer; Dan checks the bank app manually
- Sketch and notes handed to the shop lead on paper
- Shop lead orders wood by phone; adds job to the whiteboard
Bottlenecks and losses
| Problem | Where | Impact |
|---|---|---|
| All inquiries go through one person | Steps 1–2 | ~20% of inquiries never get a reply; slow first response |
| Paper handoff to the shop | Step 6 | 3 rework cases last quarter due to lost or misread dimensions |
| Deposit checked by hand | Step 5 | Jobs start late; once a job started without a deposit |
| Whiteboard is the only schedule | Step 7 | Delivery dates promised without seeing the load |
Improved process
- All channels lead to one shared inbox; office manager replies within 4 working hours with a booking link for measurement
- Measurements entered into a job card (shared spreadsheet or simple CRM): dimensions, wood, finish, photos
- Quote generated from a price sheet with standard options; Dan approves only non-standard items
- Office manager confirms the deposit and marks the job card "Ready for production"
- Shop lead takes jobs only from the "Ready" column; materials ordered from the card
- Delivery date given only after the job is placed on the shared schedule
Simple metrics to track
- First response time — target: under 4 working hours
- Inquiry → paid deposit conversion — current estimate 25%, target 35%
- Rework cases per month — target: 0–1
- On-time delivery — target: 90%
Step-by-step plan
- Week 1: set up a shared inbox and a job card template
- Week 2: build a price sheet with the 12 most common options
- Week 3: move the whiteboard to a shared schedule; train the shop lead
- Week 4: review the first 10 orders against the new metrics
Client: Oak & Pine Studio, a 9-person workshop making custom tables and shelving. Processes reviewed: order intake, production scheduling, delivery and installation.
The client and all details are made up.
About this service
A return costs a store twice when the process is unclear: support asks the same questions in every message, parcels arrive without an order number, inspection waits a week and the refund goes out late, turning a returning buyer into a bad review. We map the path from the return request through the label, receiving, inspection, restocking or write-off to the refund or exchange. You get clear return rules for staff, a faster refund path, a list of reasons to fix at the source, and numbers such as return rate and days to refund.
What is included
- What you getA written review: the return journey as numbered steps with roles, a table of delays and repeated contacts, the improved process with staff rules, metrics and a change plan.
- Return journeyRequest, label, receiving, inspection, refund
- Repeated contactsQuestions support could answer once
- Restock or write-offSimple rules for the condition check
- Return reasonsWhat to fix in listings, sizing or packing
- Returns metricsReturn rate, days to refund, exchange share
How it works
- 1BriefYou describe your policy and current flow
- 2ReviewWe follow one return from request to refund
- 3PlanYou get the new flow and rules
What we need from you
Your current return policy, sales channels, who handles requests, receiving and refunds, how long a refund takes now, top return reasons, and screenshots of the return form or messages with customer data hidden.
We will ask you:
- What does your return policy say today?
- Who checks returned items, and how long does it take?
- What are the top three return reasons?
- Do marketplaces handle part of your returns?
Compare packages
| Packages | BasicOne return flow$19 | StandardReturns, exchanges and damage$39 | PremiumAll channels and 90-day plan$79 |
|---|---|---|---|
| Deadline | 1 day | 2 days | 4 days |
| Revisions | 1 | 2 | 3 |
| Processes | 1 | up to 3 | up to 6 |
| Metrics to track | up to 3 | up to 6 | up to 10 |
| Improvement plan | Step by step | Step by step | 90 days, week by week |
| Order Basic | Order Standard | Order Premium |
Payment protection
You pay when you order, but the money is released only for accepted work.
- Fixed priceThe package price does not change after you pay.
- The money is reservedWhen you pay, the amount is only reserved. It is released to the service once you accept the work.
- Checked before deliveryEvery result goes through a quality check before it reaches you, and you see it on the order page before accepting it.
- Free revisionsAsk for changes within your brief as many times as the package allows.
- Acceptance after 3 daysIf within 3 days of delivery you neither accept the work nor ask for changes, it is accepted automatically. If you write in the order chat after delivery, the order waits; once we answer, we may start the 3 days again and will say so in the chat.
- Redo or a full refundIf the result does not match your brief and the revisions did not fix it, or the work takes more than twice its deadline, write in the order chat: we will redo the work or refund the payment in full.
Questions and answers
Will you rewrite our return policy?
We point out where the policy and the real process disagree. Legal return rules differ by country, so check any policy changes with a lawyer; this is not legal advice.
Do you handle marketplace returns?
Only the part you control: receiving, inspection and restocking. Marketplace rules themselves we take from your description.
Can this reduce returns?
The plan shows which reasons can be fixed at the source, but we cannot promise a specific drop.