DesignBySi handles 108.000 returns across 90 markets

DesignBySi is one of the fastest-growing fashion brands in Scandinavia and expects to process more than 108,000 returns this year. Before Returnflows, they were handled manually.

"The customer filled out a return slip, put it in the parcel and sent it back to our warehouse, where our team processed it manually."

The slip gave the customer two options: refund or exchange. But with exchanges, the item wasn't reserved, sometimes it wasn't in stock and regardless, the exchange has to be manually created as a new order.

"The last thing you want is a complicated return process where you have to work everything out yourself and end up contacting customer service to get your problem solved," says Christian.

Today the customer opens the return flow, can see exactly what will happen, and completes it themselves.

"When the return process runs smoothly, there's a greater chance the customer comes back and puts more in the basket." At the same time, the number of return-related support enquiries has dropped.

The other deciding factor was access to data.

"If one product starts getting returned more often, we want to know early — so we can dial down marketing on specific items."

Through the data we can see the most returned products and the exact reasons why.

DesignBySi sells to more than 90 countries, so it was important to get a system that could support that setup.

"It was important to us that the system could support local languages, different shipping options and different rules across markets."