The Room Antwerp WHITE

less manual work, more customer loyalty.

This is how The Room Antwerp uses returns to increase customer satisfaction and strengthen loyalty.

Returns are a challenge for many webshops, but The Room Antwerp managed to completely automate their process. With Returnless, the team saves time, returns are processed seamlessly via their fulfillment partner ShopWeDo and customers are given the option to convert their return amount into vouchers. In addition, smart data analysis helps identify return reasons and improve product descriptions. The result? Less manual work, a smoother returns process and high customer satisfaction. Find out how The Room Antwerp achieved this.

The Room Antwerp - success story - reducing returns
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From a manual to an automated return process

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Increased customer loyalty through coupons and vouchers

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A return rate far below the fashion industry average

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Improved product descriptions based on return data

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short intro.

The Room Antwerp is a fashion e-commerce platform founded in 2021. Unlike traditional webshops, The Room's focus is not just on fashion, but on building an engaged community. They offer timeless items that not only fit today's trends, but can become a lasting part of one's wardrobe. So good customer relations are at the heart of The Room Antwerp, both in the purchase and return process.


Tech stack:

Shopify-favicon
CMS

Shopify

Returnless-favicon
Returns

Returnless

Fulfilment - ShopWeDo - Favicon
Fulfillment

ShopWeDo

The Room Antwerp - success story - return process

the success story of The Room Antwerp.

Previously, the returns process was managed manually at The Room Antwerp. Customers had to send an email to return an item, and then everything was noted in Excel. "That quickly became too much work," says the team. "We are always looking for ways to automate processes. Returnless turned out to be the perfect solution." Because the team knew exactly what they were looking for and how they wanted to set up the returns process, The Room Antwerp was quickly up and running with Returnless. The Room Antwerp's existing systems such as their e-commerce platform Shopify, and the WMS from their fulfillment partner ShopWeDo were also quickly integrated with Returnless.

"We were looking for a tool where you could completely personalize the process and integrate with our warehouse systems. Therefore, we are very happy to have found Returnless where all this is possible."

From manual processes to automated efficiency

To make the return process as easy as possible for consumers and themselves, The Room Antwerp uses a fairly standard return process. Thanks to Returnless, this process is also fully automated. "Previously, we had to manually approve requests and constantly switch between platforms," the team explains. "Now Returnless automatically checks if the return request is within the deadline. Once approved, the return is also automatically pre-notified in the WMS of our fulfillment partner." This saves a tremendous amount of time and prevents errors.

Once a return is approved, the rest of the process is also automated: the warehouse receives the return, approves it and Returnless processes the refund automatically.

The Room Antwerp - Success story - Return form

Collaborating with a fulfillment partner

The Room Antwerp works with the e-fulfilment company ShopWeDo. ShopWeDo not only processes all orders but also all returns, allowing The Room's team to focus on other important tasks. The integration between Returnless and the WMS of ShopWeDo means return information is automatically transmitted between the systems, further simplifying the processing of returns.

The move to an automated returns process has already paid off for The Room. "We save around half an hour work per day. Previously, we had to process returns manually, now that's just a task that goes away," says the team.

"We used to process returns ourselves, which took a lot of time. Now everything is automatically forwarded and processed. We only have to manually check exceptions, such as missing items in a return."

Higher customer loyalty through vouchers and coupons

The Room also offers their customers the choice between a refund or voucher. In this way, they encourage their customers to convert their return amount directly into a credit for a future purchase. According to the team, using coupons is a good solution for exchanges: "What often happens is that customers not only want a different size, but also a different product. Technically this is very difficult to arrange and with vouchers you can still offer this." The use of coupons and vouchers increases customer loyalty and repeat purchases. Something that is in line with The Room Antwerp's focus on community building.

The Room Antwerp - Return form - Coupons@2x

The return process for damaged items

Returns sometimes consists of challenges, such as damaged items. In these cases, the return form immediately requests additional information and removes the return from the automated process. This allows The Room Antwerp to decide what to do with this return. The team explains, "In the case of damaged items, we ask customers for photos and then, based on the damage, we determine whether to offer a repair, a new item or a refund." This makes for more happy customers and less waste.

However, customers often still choose to report defects or problems with a product through email. "We actually like that too," indicates the team. "That way we have direct contact and can think along about the best solution." Based on the mailing, the team can pass on the appropriate information and actions in Returnless.

Improved product descriptions based on return reasons

The Room also consciously chooses not to ask too many questions in their return form, to not make the return process longer than necessary for the consumer.

Returnless' analytics allow The Room to analyze their return data to identify trends of returned products. "If we see that an item is often returned as 'too big,' we adjust the product description," the team says. "For example, by indicating that the item has an oversized fit." This helps reduce the number of returns and provide customers with a better shopping experience.

With all the improvements in the return process and optimizations on the website, the return rate remains well below the fashion industry average. Still, The Room wants to keep improving to get this rate even lower.

The Room Antwerp - success story - return reasons
"We ask customers about the reason for their returns, such as wrong size or an item not meeting expectations. We analyze these trends and adjust product descriptions as needed."

The collaboration with Returnless

The collaboration between The Room Antwerp and Returnless has greatly improved The Room's return processes. Automation means that less manual work is required, and the short lines of communication with Returnless mean that any problems or improvements can be implemented quickly.

"Returnless has helped us not only make our returns process faster and easier, but also turn it into an opportunity to increase customer satisfaction and revenue."

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