What challenges did you encounter in the field of returns?
Before using Returnless, we received many questions from customers about the return status. The customer was not automatically informed of this, but suddenly received the purchase amount refunded. On our side, we saw that returns took a lot of time. Each return was physically received by logistics, after which the handling was handled by a Customer Service employee. This handling in particular consisted of an enormous manual and logging process."
What help does Returnless provide with these challenges?
The return process is a lot faster and smoother. The logistics employee needs less than 30 seconds to process a physically received return in the system, after that the Customer Service only needs a minute to complete the full administrative processing. Customers are also very satisfied with the clear return portal, because the provision of the return label, payment and interim notifications are now automated and arranged from one place. Therewith, Returnless often thinks along well.
"Returnless helped automate and digitize our return process."
What does your return process look like now?
We get a lot less questions about the return status. We used to use offline forms and everything was done manually. Returnless helped automate and digitize our returns process. The financial part is also increasingly being taken care of by Returnless, so our Finance department does not need to invest any time in this.
What improvements do you see now that you use the features of Returnless?
Returnless saves us a lot of time, and therefore also a lot of costs. Handling a return only takes 2.5 minutes. So this has decreased with 2 minutes. Compared to the situation before, Returnless has certainly added a lot.
Unclear and complicated return process.
