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 challenges managing high return volumes driven by issues like poor size descriptions, bracketing, and free shipping incentives.
Key business pain points included poor customer experience, inefficient processes, and a complicated exchange system requiring customer support.
The team aimed to reduce returns and their environmental impact, streamline the process, automate workflows, lower costs, and gain detailed returns insights.
With Returns & Exchanges, Netthandelsgruppen now offers one-click returns, personalized product exchange recommendations, easy claims, and a unified solution for automation, data insights and reporting.
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.”
