from returns to repeat purchases.

This is how Superstruct Merchandise Services is digitizing its return processes and thus preserving thousands of euros in revenue.

Event organization Superstruct - known for festivals such as Defqon.1 and Mysteryland - has fully automated the return process of their merchandise department using Returnless. Returns are now easily processed with the click of a button. But the biggest win? Thanks to the introduction of gift cards and coupons, over 40% of customers today choose to receive a credit instead of a refund. This resulted in thousands of euros of revenue retention for Superstruct.

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500+ customers choose a gift card over refund

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Resulted in thousands of euros revenue retention

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95% of the return process is automated

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Processing time per return went from 5-6 minutes to 1 minute

short intro.

Superstruct, formerly ID&T, is one of the largest event organizations in the Netherlands. The organization once started with the iconic parties of Thunderdome and has since grown into an international event company. Every year, Superstruct organizes dozens of festivals, including Mysteryland, Defqon.1 and Vunzige Deuntjes. In addition to tickets and festival experiences, Superstruct also sells merchandise through multiple webshops. Every webshop has its own branding, but they all have a uniform customer experience.

Tech stack:

the success story of Superstruct Merchandise Services.

By Joey Treurniet & Kim Haagsema of Superstruct Merchandise Services.

With more than ten different webshops and diverse brands, Superstruct was looking for a solution that was scalable, simple and brand consistent. With Returnless they have the ability to set up a branded return form per shop, while the underlying process can be managed in one tool. In addition, Returnless provides a seamless integration with Shopify & Picqer, and the customer-focused support of Returnless ensures a successful partnership. This is exactly the combination of flexibility, automation and customer experience that Superstruct needs to bring their return proces to the next level.

efficiency thanks to Returnless.

Previously, processing one return took Superstruct about 5 to 6 minutes. Employees had to manually create labels, check orders through various systems, and process refunds in external payment platforms. Now this is completely different: through the link between Returnless and Picqer, the returns process is largely automated. With a push of a button, the return is approved, a refund initiated or a gift card sent. This saves an enormous amount of time and manual work.

offering exchanges using gift cards.

Previously, Superstruct exchanged items free of charge, including free shipping. This resulted in high costs and a tricky process. Now Superstruct offers their customers the choice of a gift card to re-order the desired product. As soon as the customer ships the package at a package point, they immediately receive an e-mail containing the credit. With this the customer can order a new product. To make choosing for a gift card even more attractive, Superstruct offers free shipping for the return with this option.

The gift card is a faster and more customer-friendly alternative, which also avoids technical complexity, such as processing exchanges between different product categories or systems.

what are the results?

During the peak period from Black Friday to Christmas, 280 customers opted for a gift card or coupon instead of cash back. The counter now stands at more than 500 gift cards issued. This means that over 40% of all Superstruct customers choose a gift card instead of a refund. At the same time, 95% of the return process has been automated. This reduced the processing time per return from an average of 5-6 minutes to just 1 minute. This saves a lot of time and money for Superstruct.

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