SuperYoga

more growth, less returns.

Superyoga, a specialist in yoga products, was struggling with an inefficient returns process that took up a lot of time and resources. After switching to Returnless, in collaboration with their fulfillment partner Surlogic, Superyoga significantly improved its returns process. Thanks to direct integration with the e-commerce platform Lightspeed, returns can now be processed automatically and much faster.

SuperYoga
85% time savings per return
60% less returns for certain products
Lowered return percentage
Less manual operations
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short intro.

Superyoga, founded in 2013 by Lisanne and Guido, is an online store dedicated entirely to yoga and a healthy lifestyle. Their passion for yoga and healthy living led them to set up a shop, where yoga lovers can find everything they need: from yoga mats and meditation cushions to blankets and other accessories. Superyoga currently sells more than 700 products and operates in the Netherlands and Germany. They also use marketplaces such as Bol and Decathlon, with plans to expand to Amazon as well.
 

Tech stack:

Lightspeed
CMS

Lightspeed

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Fulfillment

Surlogic

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Returns

Returnless

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the success story of Superyoga.

By Mascha Brekelmans, E-commerce Coordinator at Superyoga.

Return process challenges. Before Superyoga worked with Returnless, they used MyParcel to manage shipments and returns. However, this system was clunky and time-consuming. Processing a return took a lot of time across multiple departments, causing frustration for both the team and customers.

“We often had to dig for information, and the poor overview of all returns created a lot of manual work for us” says Mascha Brekelmans, e-commerce coordinator at Superyoga. “Three different departments were spending an enormous amount of time processing just one single return.”

The limited information MyParcel passed on returns and the lack of a direct link to the e-commerce platform Lightspeed made returns difficult to manage. A lot of manual work was needed to make sure everything was in the system properly and that customers got their money back on time.

A smooth integration with Returnless and Lightspeed.

The collaboration with fulfillment partner Surlogic brought Returnless into Superyoga's path. The fulfillment partner already had experience with Returnless and explained that Returnless' automated workflows and insightful dashboard could offer tremendous benefits. With Returnless, the returns process became not only more efficient for Superyoga, but also more manageable.

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“Because there's a direct integration with Lightspeed, everything goes through one system, Returnless, and that's just really nice and efficient.”

Mascha Brekelmans, E-commerce Coordinator at Superyoga

One of the biggest benefits of switching to Returnless was the direct integration with Lightspeed, the e-commerce platform Superyoga operates with. Thanks to the integration, returns are automatically updated in the Lightspeed system. This means that Superyoga no longer needs to use multiple systems to handle a return.

“I only have to push a button to process a credit. Where we used to spend as much as two minutes per return, now it only takes us two seconds.”

Mascha Brekelmans, E-commerce Coordinator at Superyoga

Insights in customer feedback for better products.

With Returnless, Superyoga has gained the ability to collect more detailed information about the reasons for their returns. This provides valuable insights into customer needs and product experiences, which can be used to improve products.

Thanks to the return data that is collected through Returnless, Superyoga discovered that many customers complained that one of their products (a yoga blanket) was too stiff. Based on this feedback, the product was modified and since then the number of returns has decreased by 60%. This is just one of the many ways Returnless is helping to improve products and reduce returns. “It's great to see how customer feedback directly leads to better products and happy customers,” says Mascha.

Efficiency, sustainability and customer experience go hand in hand.

Returnless has improved not only Superyoga's internal process, but also the customer experience. With a clear and smooth return process, customers get their questions answered quickly and effectively, contributing to higher customer satisfaction. When a return is rejected, there is often sympathy from the customer because communication is clear. In some cases, Superyoga offers an alternative, such as a discount, to avoid returns and still keep the customer satisfied. This is not only cost-saving, but also better for the environment because fewer products have to be sent back and forth.

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“We find it important to keep the return process customer-friendly, and Returnless helps tremendously with that. The process is clear and smooth. When returns are refused, there is sympathy from the customer, and in many cases we can help customers better by offering a discount, for example.” 

Mascha Brekelmans, E-commerce Coordinator at Superyoga

Growth without an increase in returns.

What has surprised Superyoga the most is that despite the company's growth, the number of returns has remained the same. “That's a really great result,” Mascha said. “Not only are we now able to operate more efficiently, but we can also serve our customers better, which ultimately results in higher customer satisfaction.”

With Returnless by their side, Superyoga continues to innovate and improve, both in the Netherlands and Germany. By listening carefully to customer feedback and using Returnless' efficient return optimization, Superyoga can continue to offer customers the best possible experience both on and off the yoga mat.

“We are growing as a company, but the amount of returns are not increasing, which is really a great result!”

Mascha Brekelmans, E-commerce Coordinator at Superyoga

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