TAP TAP GO
Align the promise across the journey
Review the offer description, checkout, confirmation and support script together. Check whether each points to the same current policy and identifies the relevant seller. Ask a colleague unfamiliar with the product to explain what happens if a customer wants to cancel or return it. If the answer requires searching old messages, the journey needs clearer information before the transaction, with appropriate legal review of the actual policy where required.
Give support the information it needs
Record order identifiers, policy version and the route for submitting a request. Define who may approve an exception and how the financial provider is involved once a decision is made. Avoid treating the presence of a policy link as the entire customer-service process. A good experience combines visible terms with a responsive operational handoff, so the customer knows where to ask and the team can explain the status of the request without improvising an answer.
Hypothetical example
A hypothetical retailer updates its return terms but leaves an older version linked from a payment page. A pre-launch review catches the mismatch. The team corrects the destination and updates support guidance, ensuring customers and staff are working from the same information when a request arrives.
Make it practical.
Use this checklist as you read. Checks are not stored.References & further reading
Background reading — PCI Security Standards Council: merchant resources ↗Published by Tap Tap Go. Product availability and eligibility vary by programme and market. About our stories.
