Arktis logo - white

 

from frustration to automation.

How Arktis has 80% less manual effort on returns. 

When Rainer Wolf, founder of Arktis, looked at how returns were processed, he knew something had to change. The old system was slow, manual, and frustrating. Not just for his team, but also for his customers. In their own blog and YouTube channel Rainer explains that after switching to Returnless, Arktis now processes returns with 80% less manual effort, resolves customer issues instantly, and retains revenue with coupons.

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80% less manual effort on returns

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Returns resolved in 1.5 minutes instead of 5 - 10 minutes

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30% of refund requests converted into store credits

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Impressive return rate around 6% - 7%

Success story - Arktis - short intro

short intro.

Arktis is a pioneer in the Apple accessories market with nearly 40 years of experience. Based in Münsterland, Germany, they started developing software for the Apple Macintosh in the pre-internet era. Today, Arktis operates an efficient e-commerce business with a team of 14 people. Their focus is on high-quality Apple accessories, serving their customers via their webshop and select marketplaces. With a repeat purchase rate of 36%, Arktis has created successful business and a high level of consumer loyalty. 


Tech stack:

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CMS

Shopify

Descartes Pixi
WMS

Descartes Pixi

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Returns

Returnless

the success story of Arktis.

By Rainer Wolf, founder of Arktis.

Before Returnless, Arktis handled returns via email, leading to long response times and unhappy customers. “If a customer emailed us on Friday evening about a broken bracelet, we couldn’t help them until Monday. That meant they stayed frustrated the entire weekend,” Rainer said. Returns required back-and-forth messaging, manual photo reviews, and lots of internal coordination. Per return the process took around 5 till 10 minutes.

“We always wanted to make our customers happy, but the old system just wasn’t fast enough.”  

Rainer Wolf, founder and owner of Arktis

Success story - Arktis - Rainer Wolf
Success story - Arktis - Return rules

24/7 customer service with automations.

With Returnless, Arktis has set up their own return management flow with smart rules in the platform. This provides them with a fully automated and digital return portal that empowers customers to submit returns anytime, even during the weekend. “If the product is defective, they upload a photo and get a solution automatically: a refund, credit note, or replacement,” Rainer explained. Customers now get instant clarity and are provided with their preferred solution.

The automations are not only useful for handling defective products, but also managing the return window. “We offer a 30-day return period, and if a customer tries to initiate a return after that time, the system automatically detects it and notifies the customer,” Rainer explained.

80% less work, 100% better outcomes.

“Returnless saved us more than 80% of the manual work involved in processing returns,” Rainer said. What used to be a full-time job is now handled by one person as a side task. The processing time now has an average of 1.5 minutes.

The time savings are substantial, and so are the financial results. Arktis introduced a smart returns strategy: customers who choose for a store credit instead of a refund get free shipment for their return. Around 30% of customers choose for this credit, saving revenue and increasing the chance of future purchases.

Success story - Arktis - Return portal

“We used to need a full-time person for returns. Now one colleague handles it casually on the side.”

Rainer Wolf, founder and owner of Arktis

Success story - Arktis - Rainer Wolf
Success story - Arktis - Return analytics

returns insights that power better decisions.

Thanks to Returnless Analytics, Arktis can now see which products are being returned more often and why. “We found some items had higher returns than expected. The dashboard helped us spot these trends,” Rainer said. The insights allow Arktis to adjust listings or reach out to suppliers proactively. This data based insights resulted in a very impressive return rate around 6% - 7%.

seamless integration with all systems.

Returnless integrates directly with Arktis’ setup: Shopify as the central hub, WMS system Pixi for logistics, and marketplace channels like eBay, Amazon, and soon also TikTok Shop. “All systems communicate to each other. When a customer requests store credit in Returnless, the credit is created automatically in Shopify,” Rainer said.

Success story - Arktis - Return information
Success story - Arktis - Team

culture first, then commerce.

Rainer’s will always be open for new technologies, including AI and automations, to further optimize their processes and to remain competitive. However, commercial growth is not everything. Rainer’s states: “It has to be fun. We don’t want do growth for growth’s sake.” From the “Arktis Beach” behind their HQ to spontaneous staff lunches and an in-house film studio, Arktis blends performance with purpose. The same mindset applies to returns: keep it smooth, keep it smart, and keep customers smiling.

“I’m not here to maximize profits. I just want everyone to be happy.”

Rainer Wolf, founder and owner of Arktis

Success story - Arktis - Rainer Wolf

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