Project Brief:

To re-design the service emails which will be used to communicate with the customers.

Solution:

Making sure the information presented in an easy to scan using the same terminology that's being used in the Checkout process. By considering best practices, I had come up with a standard template for the emails highlighting the purpose of the email along with the contact information.

We have worked on the below-listed emails, but I'm only showing the selected emails on this page.

  • 1. Order Receipt
  • 2. Out of Stock
  • 3. Order dispatched
  • 4. Order Declined
  • 5. Returns Received
  • 6. Returns accepted
  • 7. Returns Declined
  • 8. Refund Processed
  • 9. Refund Unsuccessful
  • 10. Reset Password
  • 11. Contact Us acknowledgement
Order Receipt Email

Because Harrods do the exclusive and limited stock, and the business structure we have in place, we cannot confirm the users about the products availability unless we check them in the store. Hence, we are calling it as Order Receipt, letting the users knew that we have received your order.

In the new version of this email, the blue box explains the rules of the items availability and why we are calling this email as Order Receipt.

Multiple Address Delivery Email

User shipping the items to multiple addresses using different delivery methods.

Out of Stock Email

Because of the existing business rules in place, in couple of instances, we can't reduce the number of emails we send to the customer to inform about the situation (Eg: When items in an order went Out-of-Stock). With the old emails, users were not sure about what products are in stock and what are not. To avoid the customer's confusion, in the new version, we are clearly showing which product is out of stock and which are in the progress.

Order Dispatched Email

Once the item(s) has been shipped to the user, we send a dispatch email to the customers with a button to track the item. Clicking on this button will take user to the courier site.

Refund Unsuccessful Email

Email will be sent to the customers when we tried to refund to the customer and it was unsuccessful.