Make the return path match the promise you sold
Turn the return policy into an operable customer journey with clear eligibility, fees, ownership, and handoffs.
A generous policy can still produce a poor return. A strict policy can still feel fair when the shopper knew the terms, can find the route, and receives a clear decision. The retention decision is not “make returns easy” in the abstract. It is whether the buying promise, eligibility rules, operational workflow, and customer communication agree.
Collect every place that describes returns: product pages, policy page, checkout footer, FAQ, confirmation email, account area, marketplace listing, and support macros. Build one table with:
The rest of this lesson is available once the Atlas is unlocked.