Completed Ubisoft Platform Work Longer writeup

Ubisoft Store & Ubisoft+ Refund Flow Modernization

Oct 2019 - Apr 2021

Ubisoft

Supervisor, E-Commerce Operations

Reduced overall e-commerce support ticket volume by 30% by leading customer-support-side requirements, research, reporting, and stakeholder alignment for Ubisoft Store and Ubisoft+ refund workflow modernization. The work translated a complex digital refund policy into usable customer and internal workflows, resolved play-time validation edge cases with platform teams, and created supportable exception paths where automation alone was not sufficient.

Worth noting

A few things I would call out

  1. Led customer-support-side requirements, user research, reporting, bug triage, roadmapping, and stakeholder alignment for refund workflow modernization.
  2. Helped translate a 2-hour to 14-day digital refund policy into customer-facing and internal support workflows across Ubisoft Store purchases and Ubisoft+ subscription refund and cancellation scenarios.
  3. Delivered a 30% reduction in overall e-commerce support ticket volume; refunds had previously represented roughly 35-40% of e-commerce ticket volume.

01 // What was getting in the way

Ubisoft Store digital purchases had a 2-hour to 14-day refund policy, and Ubisoft+ needed a similar support path for subscription refund and cancellation scenarios after launch. Internal automation existed for returns and refunds, but the customer-facing flow and support process still created too much ticket volume, manual review, and edge-case confusion.

02 // What I did

I owned the customer support and customer experience side of the work: requirements, user research, bug triage, stakeholder management, reporting, and roadmap alignment.

The delivery centered on four connected pieces:

  1. Policy-to-workflow translation so refund rules became usable customer self-service paths and internal handling procedures
  2. Cross-functional delivery coordination with developers, designers, vendors, external partners, e-commerce operations, and support teams
  3. Play-time validation with Uplay PC and internal platform teams so eligibility could account for inaccurate or missing gameplay tracking
  4. Edge-case handling for cases where automation needed a supportable exception path instead of a hard failure

The goal was to reduce refund friction without creating a brittle automation path that failed the moment customer data was incomplete.

03 // What changed

The modernized flow delivered:

  • 30% reduction in overall e-commerce support ticket volume
  • clearer customer self-service paths for eligible refund and cancellation cases
  • better internal handling paths for exceptions, missing play-time data, and inaccurate tracking
  • stronger release coordination between support operations, product, platform, vendor, and development teams

Refunds had previously represented roughly 35-40% of e-commerce ticket volume, so the work addressed one of the highest-friction areas in the support operation.