from clunky to fully automated.

Pakkettenfabriek, a fulfilment company for online retailers, faced the challenge of improving their manual and inefficient returns process. By teaming up with Returnless, they managed to fully automate this process, bringing huge benefits not only to Pakkettenfabriek but also to their customers, merchants. The improved efficiency and convenience for both Pakkettenfabriek and the merchants lead to higher customer satisfaction and smoother logistics.

van houtje-touwtje naar volledig automatisch.

Pakkettenfabriek, een fulfilmentbedrijf voor webwinkels, stond voor de uitdaging om hun handmatige en inefficiënte retourproces te verbeteren. Door samen te werken met Returnless, wisten ze dit proces volledig te automatiseren, wat niet alleen voor Pakkettenfabriek maar ook voor hun klanten, de webwinkels, enorme voordelen opleverde. De verbeterde efficiëntie en het gemak voor zowel Pakkettenfabriek als de webwinkels leiden tot een hogere klanttevredenheid en een soepelere logistiek.

Fully automated returns process

Seamless integration with WMS-system

More value & better service for customers

Faster & efficient processing of returns

short intro.

Pakkettenfabriek is a fast-growing fulfilment company that supports merchants with their logistics processes. Founded by Joeri Borst, Josine Castelein and Aldo Valentijn, the company grew out of their own experience running a webstore. Pakkettenfabriek stands out for its personal approach and customised solutions for all kinds of merchants. They take the entire logistics process off their hands, allowing ecommerce entrepreneurs to focus on the growth of their business while the logistics run smoothly.

Tech stack:

the success story of Pakkettenfabriek

By Joeri Borst, co-founder of Pakkettenfabriek.

What started as a solution for Joeri Borst and his wife Josine Castelein's own webshop grew into a professional fulfillment service. But as the company grew, it became clear that a manual returns process was no longer suffient. ‘The process never really received our full focus,’ says Joeri. ‘Customers had to manage everything themselves, from return labels to visiting the post office. Packages sometimes got lost and there was no track-and-trace visibility.’ The return process was inefficient and time-consuming, something many merchants recognise. This was when Pakkettenfabriek decided it was time for a new approach. With the help of Returnless, the returns process became fully automated.

het succesverhaal van Pakkettenfabriek.

Door Joeri Borst, mede-eigenaar van Pakkettenfabriek.

Wat begon als een oplossing voor de eigen webshop van Joeri Borst en zijn vrouw Josine Castelein, groeide uit tot een professionele fulfilmentservice. Maar naarmate het bedrijf groeide, werd duidelijk dat het handmatige retourproces niet meer voldeed. “Het proces was altijd wel een beetje een ondergeschoven kindje,” zegt Joeri. “Klanten moesten zelf alles regelen, van retourlabels tot het bezoek aan het postkantoor. Pakketjes raakten soms kwijt en er was geen zicht op track & trace.” Het retourproces was inefficiënt en tijdrovend, iets wat veel kleine webshops herkennen. Dit was het moment waarop Pakkettenfabriek besloot dat het tijd was voor een nieuwe aanpak. Met de hulp van Returnless werd het retourproces volledig geautomatiseerd.

Simplicity & efficiency first.

Thanks to the integration with Returnless, Pakkettenfabriek customers can now benefit from a simple and transparent returns process. ‘Returns are announced in our WMS system, so we know exactly how many returns to expect and when they arrive,’ Joeri explains. Merchants also benefit: ‘Our customers themselves have access to the Returnless portal for the track & trace of their returns. And so do we, so we can always track where a return is and contact the carrier if necessary.’

For Pakkettenfabriek, this not only means less manual work, but also higher customer satisfaction. ‘What makes us unique is that we know first-hand what it's like to build a brand and run an ecommerce business,’ says Joeri. ‘So we understand our customers' challenges. With Returnless, we can now support them even better with those logistical issues, especially with challenging returns.’

A seamless partnership.

The collaboration between Pakkettenfabriek and Returnless is more than just practical. Joeri emphasises that there is a strong connection between the two companies: ‘We are very similar in the way we operate and think. Both companies are service-oriented and have a personal touch. That makes it a pleasant partnership.’ Moreover, the technical integration has been going very smoothly. ‘Returnless operates seamlessly with our WMS via an API. Everything is connected and operates automatically, which makes a big difference for us.’

The benefits for merchants and consumers.

Not only Pakkettenfabriek is enjoying the perks of the partnership, their customers are also experiencing the benefits. ‘Our customers can create a returns portal with their own branding, so that their customers can easily register a return,' says Joeri. ‘This way, a process that is usually a hassle now becomes a lot easier.’ Thanks to Returnless, the entire returns process becomes faster, more transparent and more customer-friendly.

The result? Higher customer satisfaction and a more efficient logistics process. ‘I really enjoy working with Returnless,’ Joeri adds. ‘The portal is clear and easy to master, both for us and for our customers. And if we do have a question, we always have an answer within a day.’

Conclusion.

For Pakkettenfabriek, working with Returnless has been a real gamechanger. From a manual and inefficient returns process to a fully automated and customer-friendly solution. ‘With Returnless, we have taken an important step,’ concludes Joeri. ‘It works quickly, easily and offers many benefits to both us and our customers.’

This automated approach allows Pakkettenfabriek to focus on what they do best: helping their customers grow with personal attention and flawless fulfilment.

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