A solid customer experience from A to Z.

SNURK Amsterdam has been a customer of Returnless since January 2022. At the time, they were looking for a solution to further expand their shipping offer for returns. Returnless proved to be a good match and implementing Returnless immediately offered a large selection of carriers and shipping methods. In addition, the returns process was also automated, allowing customers to initiate the returns process themselves, which also resulted in significant time savings in handling of 2 minutes per return.

Arjan explains that an automated returns process makes it much easier for yourself, but also the customer. This will lead to more repeat purchases and will reduce the amount of return related questions customer service departments typically receive. Unfortunately many online retailers still focus only on the 'front end', says Arjan. They hardly deal with the returns process, and that's a shame, especially because there is much to gain.

With an extraordinarily successful Black Friday behind them, breaking records and achieving significant growth while leaving website performance unaffected, SNURK Amsterdam looks back confidently on the successful replatforming to Shopify Plus and the switch to Returnless V2.

A new and improved version of Returnless.

After a successful implementation of the new CMS, the integration with the latest version of Returnless could be made, and it was completed within half a day.

"The integration that is in place is very good, so nothing else needed to be built. We were actually able to integrate Returnless with Shopify in no time. Then it was just a matter of creating the return form and setting up the right flows." Tells Arjan Hoeks about implementing Returnless V2.

Isabel praises the improved and redesigned Returnless dashboard. Even without an e-commerce background, onboarding Returnless V2 was very easy.

A key feature is the ability to create credit notes and refunds, directly in Shopify. "This saves us time, because before, you had to perform administrative steps in addition to the returns processing itself. Now, you can handle everything in one single dashboard. Whether it's a providing a refund, gift card or coupon."

In addition, there are more branding and design options, which means SNURK now has more creative freedom to integrate its corporate identity into the returns process.

A personalized return policy.

SNURK handles some return requests via a separate customer service flow. For instance, in the case of incorrectly delivered items or damaged products. Via the digital return form, these returns are pre-sorted so that they are received as a request, so they can be verified and approved by the customer service team beforehand. By uploading a photo, the damage can be checked by an employee and the return can be approved. In these cases, SNURK sends a new product without an obligation of returning the damaged items. We call this 'return without shipment'. This not only contributes to a positive customer experience, but also saves CO2 as fewer trips need to be made. In addition, SNURK has a separate process for sale items, where paid returns, unlike the regular collection where returns are free, are the standard.

"During a sale period we often experience a peak in returns, partly because sales are increasing. You want to offer your customers the service of free returns, which is what we offer for our regular collection. But surely you want to remain profitable as a business, which is why we decided to implement paid returns for sale items."

Return data analyses.

Analysing return data is done regularly and is a standardised process within SNURK. The return data available within Returnless is used to take a critical look at which products are frequently returned and for what reason.

With an impressive return rate of just 7%, SNURK is performing exceptionally well. They naturally strive to keep this return rate as low as possible and use data analysis to do so.

"We use return data for product improvements and resizing. For example, some time ago we changed the sizing of our larger clothing sizes, simply because we saw that these were returned more often than other sizes." Explains Isabel.

Arjan concludes that Returnless offers a huge advantage in obtaining and analysing return data, which is a key element that is often missing at other online retailers.

"During my projects, I notice that many organisations still use different data sources to generate complicated Power BI reports to gain insight into their returns. The fact that you now have that data by default in one dashboard, and therefore no longer have to compile reports, is a very big asset."

Collecting return data is not nearly as difficult as many entrepreneurs think, but it all starts with digitising your returns process. Arjan is amazed at how often he still comes across an Excel sheet containing all the collected return information.