Walra-klantcase-01

How Vespo managed to gain control over multiple return flows.

Vespo, known for textile brands such as Walra, Byrklund and Dindi Home, struggled with a fragmented returns process due to sales through different channels such as its own websites and marketplaces like Bol. This created inefficiencies and time-consuming manual processes. By partnering with Returnless and integrating with ChannelEngine, Vespo was able to manage its returns from all channels through a single platform, providing more overview and consistency.

Thanks to the automation of returns management and refunds, Vespo now saves hours of work every week, especially in the finance department and customer service. Customers benefit from faster refunds and a seamless returns experience, contributing to higher customer satisfaction. In addition, Vespo has introduced a sustainable, paperless returns process, matching their environmentally conscious ambitions.

Walra-klantcase-02 Walra-klantcase-03 Walra-klantcase-04

Walra-returns2
One centralized process for all returns.
Saving time through automatic refunds
Sustainable and paperless returns process
Excellent customer satisfaction
Byrklund-1

short intro.

Vespo, known for the popular textile brand Walra among many other brands, is a trusted name in the world of textiles, known for its production of high-quality bed and bath textiles. Besides Walra, Vespo also has the Byrklund and Dindi Home brands, which offer a wide range of textile products. With a focus on quality and customer satisfaction, Vespo strives to provide its customers with a hassle-free experience, from purchase to returns.
 

Tech stack:

Shopify-Plus-favicon
CMS

Shopify Plus

Channelengine-favicon
Marketplace integrator

ChannelEngine

Monta-favicon-1
Fulfillment

Monta

Returnless-favicon
Returns

Returnless

Walra

the success story of Vespo.

By Hans van den Broek, Manager Business Systems & Data at Vespo.

With the growing demand for products via both its own website and major marketplaces Bol and Fonq, Vespo faced the challenge of streamlining its returns process. Hans van den Broek, Manager Business Systems & Data at Vespo, explains how the collaboration with Returnless and the integration with ChannelEngine has contributed to more efficient returns management, leading to increased customer satisfaction and time savings for his team.

The challenge: Complexity due to multi-channel return flows

Vespo sells its products through multiple channels, including its own website and marketplaces such as Bol. However, this created a fragmented returns process. Customers who returned products through Bol's returns portal or through Vespo's own websites (Walra, Byrklund or Dindi Home) were all processed separately. This meant many seperate and manual actions for customer service, finance and logistics, which hampered efficiency.

Moreover, there was a desire to become more sustainable. Vespo wanted to get rid of physical return labels and packing slips, and move to a fully digital process. The challenge was to do this in a customer-friendly way, without compromising on service for their various customer groups.

Retourportal-marketplace-integrations
Hans van den broek
“If you have multiple sales channels, you must be able to streamline returns uniformly, otherwise you increase your workload and lose a lot of time.”

Hans van den Broek, Manager Business Systems & Data at Vespo

A unified returns experience with Returnless and ChannelEngine

Shopify Plus is the e-commerce platform on which the online stores of Vespo's textile brands run. The platform provides the scalability and flexibility needed to successfully grow their brands online. Shopify Plus enables Vespo to quickly add new functionalities and offers extensive analytics capabilities to continuously improve the customer experience.

A solution for their return challenge came in the form of partnership with Returnless because of the integration capabilities with both Shopify Plus and ChannelEngine. The seamless integration with Returnless ensures that returns from the Shopify Plus websites appear in the same overview as returns from marketplaces. This allows returns to be managed through one central platform, and ensures overview and consistency in the handling of returns. 

‘The transition to Returnless and the integration with Shopify and ChannelEngine has greatly simplified our work,’ says Hans. ‘Returns from our webshop and Bol now arrive in the same tool. No matter where the customer placed their order, the process is always the same.’

Another key benefit of the integration is automated refunds. Previously, Vespo employees had to process refunds manually, which was time-consuming. With Returnless, this is now done automatically, saving the finance department hours every week. This allows employees to focus on other tasks that add more value.

Hans van den broek
“Switching to Returnless and its integration with Shopify and ChannelEngine has greatly simplified our work. Returns from our website and Bol are now managed in the same tool. No matter where the customer placed their order, the process is always the same.”

Hans van den Broek, Manager Business Systems & Data at Vespo

Customer focus remains priority

Despite the benefits of digitalisation, Vespo understands that not all customers are equally digitally savvy. Senior customers in particular appreciate a personal approach, and Vespo takes this into account. Hans explains: ‘Some customers even send letters by post. We make sure they are also well catered for, as they remain an important target group for us.’

By striking a balance between automation and personal service, Vespo is able to maintain both high efficiency and customer focus. Not surprisingly, they score an average of 9.8 on their customer reviews. This is essential for a brand like Walra, known for its customer care. 

Vespo-reviews-en

Conclusion.

With the support of Returnless, Vespo has taken a big step towards an efficient, sustainable and customer-centric returns process. By using the integration with Shopify and ChannelEngine, Vespo can effortlessly respond to increasing demand through different sales channels, while continuing to provide their customers with the best service.

Hans sums up the success of the partnership as follows: ‘We now not only have a better returns process, but also a stronger foundation for future growth. And all with less manual work and more satisfied customers.’

With this optimisation, Vespo can continue to focus on what they do best: making customers happy with quality and comfortable textile products from Walra, Byrklund and Dindi Home. Thanks to Returnless, they are ready for the future, where efficiency and customer focus go hand in hand.

Vespo-retourformulieren-1

get started for free.

Play around and test out all features for free. Or schedule a demo with one of our colleagues if you'd like more info first.

Return portal return form