We've been able to centralise our return information and data. Iron out our return process and ensure this is uniform and everything can be tracked. Its a clear and easy system to use day to day to track and process our returns. Its helped to reduce workload across our customer service returns team and completely automate some refund requests and partially automate other refund requests and exchanges. We've integrated it with Shopify and our back end system and will continue to work with Swap to improve on the integrations. We can pull data on customer comments, repeat issues and problem items alongside the main return reasons and how many returns reflect as refunds per exchanges. We use this data across the entire company to find issues within our workshop, shipping and suppliers. It supports our sales team and we've been able to trigger tickets for high value returns so we can intervene while in transit and try to retain.

It can be really easy to follow the steps to generate a return

From the customer side, it’s easy to log returns, which reduces the amount of manual intervention needed from the CS team when handling returns.