Netthandelsgruppen is Norway's e-commerce giant known for Tights.no, Comfyballs, and Aware Nutrition, among others. The company owns and operates 3 online stores and 9 brands with a customer base of 1M people in Norway, Sweden, and Finland.
With the rise of online shopping, Netthandelsgruppen faced the challenge of managing large volumes of returns.
Issues like poor size and product descriptions, bracketing and free shipping have driven more online purchases, resulting in a significant number of items being returned to the retailer.
The key challenges included a high return rate; poor customer experience; inefficient return management, and complicated exchange process requiring customer support requests.
The team at Netthandelsgruppen aimed to reduce the number of returns, streamline processing, lower associated costs, and minimize the environmental impact while at it.
Before
→ Complicated return registration process for customers;
→ No digital and customer-friendly exchange process;
→ Lack of automated management and data visibility.
With the help of Ingrid Returns, Netthandelsgruppen has streamlined the entire process, making it much easier and more user-friendly for customers to make returns.
This not only strengthened customer loyalty but also enabled faster and more cost-effective return processing.
After:
→ One-click returns, exchanges and claims for a seamless customer experience;
→ AI-driven, personalized product recommendations to encourage exchanges;
→ One automation solution, one source of high-quality data insights and reports.
From returns to returning shoppers — no more customer hassle, lost sales, and waste of time.
“We don’t even talk about returns at the office anymore, which means they run smoothly. For those of us who manage them daily, the workflow has become much easier.
With just a few clicks, we can handle digital return, exchange, and claim requests from customers. This new system has strengthened both our internal operations and our customer experience.
Returns will never be 100% sustainable, but we’ve started our journey and look forward to the next milestone in becoming an even more sustainable e-commerce company that also prioritizes customer experience.”
