circularity with returns.

To improve this, Tiny Library developed its own customer portal with Firmhouse and created an integration with the API of Returnless. In this customer portal, customers can manage their subscriptions and directly indicate which products they want to return. Entering the e-mail address and order number is now no longer necessary. The subsequent steps - such as selecting products and choosing the shipping or payment method - remain the same, simple process.

Thanks to this integration, the return flow for customers is even smoother and the number of support questions has dropped by 43%. An impressive result, especially since the new customer portal was only launched just before the summer of 2025.

automatic return = automatic subscription pause.

Managing subscriptions is not a task you want to do manually. That's why Tiny Library has fully automated this process. As soon as a return label is scanned at PostNL, the subscription is automatically paused. Is the return processed and complete? Then the subscription stops. "Previously, we did this manually in our warehouse. This automation easily saves us 1-2 hours per day," says Tiemen.

Together with an external technical partner, Tiny Library realised both the customer portal and the link to the Returnless API within four months. "Returnless' API is very clearly defined," says Tiemen. "In addition, Chris or someone else from Returnless, is always quickly accessible. That saved us a lot of time."

different forms and smart return rules.

"What's nice about Returnless is that you can use multiple return forms side by side. That's ideal for us because we work with rentals, regular sales and sometimes defective products." explains Tiemen.

In addition to these different forms, Tiny Library uses its own return statuses, which are automatically updated based on the steps in the return process. From the moment the return is scanned at the carrier to the moment the package arrives and the package has been checked.

more insight through return data.

Return data now plays an active role in inventory planning and forecasting at Tiny Library. "We now know much better when products are returning," says Tiemen. "As a result, we have more insight into our inventory and know exactly what we can re-rent or may need to buy in the coming period."

ready for the future.

Tiny Library is already immensely proud with what they have accomplished. Tiny Library will continue to put their customers first and in addition they are focusing on deploying AI across the company to make manual actions smarter. One of the first successful processes with AI is the buy-back guarantee where AI can estimate the value of products. Tiemen explains, "We would like to offer a buy-back guarantee for sold products. That way we can buy back purchased products from consumers if necessary. AI plays a big role in determining the value of that product."