a self-managing returns process within two years.
From 20+ hours of manual work to 2 hours a week. Dutchies grew without returns growing with it.
With a small team in the middle of a growth phase, Dutchies built a return process that runs itself, step by step. First setting a return policy, then retaining revenue through a smart gift card strategy, then automating via the QLS integration, and finally: preventing returns before the parcel even leaves the warehouse.
Below the e-commerce average, and a result of a clear and smart return policy.
Well above the 17% benchmark. Revenue remains within the store, and the customer can order something new right away.
>85% of all returns are processed automatically with Returnless and the integrations.
2,100+ orders with incorrect shipping information were corrected before shipment. This prevents returns even before the package is shipped.
short intro.
Dutchies is a Dutch lifestyle brand that started in 2022 with a smart concept: luxury leather phone cases with interchangeable straps and chains that complete any outfit. Since then, the brand has grown into a beloved lifestyle label, reaching more than 250,000 customers since its founding.
The range has expanded to include bags and accessories, making Dutchies an increasingly integral part of its customers' everyday style and lifestyle. The brand is growing both online and offline, with its own brand store in Den Bosch since June 2026 and partnerships with retailers including Omoda.
In August 2024, Dutchies went live with Returnless. Step by step, the return process has been optimised and automated, with the goal of making it as simple and efficient as possible for both customers and the team.
Tech stack:
The success story of Dutchies.
More than 20 hours a week spent handling returns.
All returns were received via email. From there, they were handled by the customer service team. The return label was created manually and sent to the customer. The return status then had to be updated manually in Shopify, and the refund processed.
With this process, the Dutchies team spent more than 20 hours a week processing returns. And as the online store grew, so did the volume of returns.
"We were spending more than 20 hours a week processing returns. And it just kept getting worse."
Laura Buijserd & Sonja Legemaate, Dutchies Customer Service
First the policy, then the tool.
Dutchies didn’t start with automation, but with defining what is and isn’t returnable. Personalized items, screen protectors, hygiene products, gift packaging, and damaged items are automatically blocked via Return rules in Returnless. Customers see this immediately in the returns form, rather than only after receiving a rejection email.
01
Non-returnable categories are automatically blocked in the return form. Customers immediately see what they can and cannot return, without the need for the team to intervene.
02
Customers choose: a refund (customer pays return shipping costs) or a free return via gift card. The gift card is available immediately after processing and can be used whenever the customer wants.
03
As soon as QLS processes a return, Returnless automatically triggers the refund or gift card. Only exceptions, incomplete returns or rejections still reach the team.
"Growth doesn't necessarily mean more returns. In fact, by using automation and technology wisely, you can ensure that returns don't get out of hand."
Laura Buijserd & Sonja Legemaate, Customer Service at Dutchies
keeping revenue in the store.
Dutchies first started using coupon codes as an alternative to refunds. These are generated via Returnless in Shopify. However, this method presented some issues: the codes could only be used once, couldn’t be combined with other discounts, and the remaining value was lost when the code was partially used. This led to many questions from customers.
Shopify’s gift card offers more flexibility: the balance remains available, multiple gift cards can be used at the same time, and it can be combined with other payment methods.
The result: 40% of customers choose the gift card instead of a refund. Well above the 17% benchmark.
Prevent returns before the order is shipped.
The smartest way to prevent returns is to ensure that the package containing the correct product is shipped to the correct address. Last summer, Dutchies launched its order editing feature: after making a purchase, customers have one hour to modify their order. Sselecting a different style, updating the address, or adding additional products. After that, the order is forwarded to QLS for fulfillment.
It went live only recently, but the first results are already in. In a relatively short period, more than 2,100 orders (3.7% of all orders) have been modified before shipment, saving over €20,000. In addition, 1 in 3 modified orders includes an extra product.
The customer places an order but enters the wrong address or orders the wrong model.
The customer receives an email with the order summary, where they can edit the order and add additional products themselves within one hour.
The package is shipped to the correct address and with the correct product. No return is necessary.
before shipment
via upsell
return costs
"The smartest way to prevent returns? Make sure the package containing the correct product is shipped to the correct address."
Laura Buijserd & Sonja Legemaate, Dutchies Customer Service
From 20+ hours to 2 hours per week.
By combining Return rules, the QLS integration, and Automations, Dutchies processes more than 85% of all returns fully automatically. Only exceptions are still handled by the team. This has reduced their return processing time from over 20 hours to 2 hours per week.
The integration with QLS is crucial in this process: as soon as QLS processes the return and updates the status, Returnless automatically triggers the refund or gift card. The team no longer needs to review these cases. The time this frees up allows the team to continuously improve the quality of their customer service.
The results.
Below the e-commerce average. A clear result of a clear and smart returns policy.
Well above the 17% benchmark. Revenue stays within the store, and the customer can order something new right away.
Returnless processes 85%+ of all returns fully automatically via the integrations. The team maintains control over the process without having to constantly monitor it.
In a relatively short period, more than 2,100 orders have already been adjusted before shipment, with 700+ additional products added through upsells. Returns are prevented even before the package leaves the warehouse.
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