Life Before ReturnLogic
Before ReturnLogic, Ashley, and a team of 6-8 staff members would have to manually track and log every warranty request. A shopper would email into their help desk (Zendesk), and a service rep would then have to respond, log it, communicate with the customer, update the order in their ERP (NetSuite) and ultimately solve the shopper’s problem.
On average goodr processes 3,000-5,000 warranty returns a month during the summer season. At one point, employees at goodr were so bogged down from processing warranties that they had to hire a co-worker’s spouse to help handle the laborious and manual workload.
This tedious process was cumbersome and became a chokehold as the goodr business grew. It was clear it was time for a change.
Moving Forward with a Robust Returns Management Platform
Ashley was approached by a higher-up and asked, “what’s the biggest problem you have?” The answer was easy. Ashley responded, “warranties.”
After reviewing her budget, Ashley set out to find a tool to automate warranties. A co-worker recommended ReturnLogic – the only returns management tool that handles exchanges, store credit, refunds, warranties, and third-party warranties, all in one platform.
Once ReturnLogic was implemented, goodr had two primary goals: Make warranties easy for shoppers, easy for their customer service team, and cut down on manual labor.
To start, goodr shoppers no longer need to manually email in and file a return through Zendesk. They can simply head to goodr’s website, navigate to their warranty page, and initiate a warranty claim on their own.
Instead of requiring a rep to email back and forth while manually logging each warranty, Ashley and her team get notified on the back end when new warranty claims come in and can automate the entire process.
Not only that, goodr can automatically enforce its warranty policy and ensure legitimate requests are coming through. That way, the customer service team isn’t forced to spend time trying to look up when the order was placed, if it was in the 1-year window, and if they qualify for a replacement.
A Rosy Outlook for a Growing Sunglasses Brand
On average, retailers who can automate warranty requests save between 10-15 minutes and $3.75 per request. Not to mention, they tend to see their refund rates drop from roughly 80% down to 50%.
Best of all, automated warranty returns keep shoppers and retailers happy.
Now that Ashley and her team can automate the warranty return process, they can get back to helping goodr achieve their 2022 company goal: Sunglasses on everyone. Just in time, with summer being right around the corner.