A Fresh Start for Returns Management
The fashion label of model and TV presenter Lena Gercke has a clear mission: to inspire and bring together fashion-loving women!
After founding LeGer by Lena Gercke in 2017, it quickly became one of the best-selling brands on About You. The concept of creating trend-conscious fashion in which women feel comfortable and confident worked out perfectly for Lena Gercke and her team.
The next challenge: Building their own online shop that meets the needs of the team and the growing community. This also meant taking returns management into their own hands. In early 2024, the time had come.
Weronika Poplawska is Junior E-Commerce Content Manager at LeGer by Lena Gercke and accompanied the process. She provides insights into why 8returns is the ideal software solution to realize the ambitious goals of LeGer by Lena Gercke.
Standing on Their Own Feet
"In 2024, we took an important step: switching our online shop to Shopify. With this, we decided to handle fulfillment ourselves and build our own returns system," says Weronika.
Working closely with the Shopify agency tante-e, the team developed a new online shop. "As a fast-growing startup, we're constantly looking for innovative, digital solutions – including for returns management. Before our collaboration with 8returns, we didn't have our own platform. So it was quite exciting, as we wanted full control over the entire returns process for the first time."
LeGer by Lena Gercke sells its fashion exclusively online. The team has therefore been aware from the start how important an uncomplicated returns process is. "Customers often order multiple sizes and return the items that don't fit," explains Weronika. "That's why it was absolutely necessary for us to create a simple and efficient return process."
The decision to focus more on returns management was strategically aimed at improving the customer experience and internal processes. As part of the realignment of the fulfillment process, the team began researching suitable solutions.
Timeless women's fashion from LeGer by Lena Gercke
A Collaborative Process
"During the migration to Shopify, it quickly became clear that we needed reliable software," reports Weronika. "The agency ultimately recommended 8returns to us."
The team tested the software and decided to move forward with 8returns. What convinced them most were the advantages of a fully automated returns process. For Weronika, the customer experience also played a major role: "An outstanding feature is the automatic creation of QR codes for paperless return labels. This significantly simplifies the return process for our customers – they can conveniently drop off their return at any DHL location, completely without a printer."
"We particularly appreciate the fast and friendly support from 8returns. The team was always there when we needed help," Weronika recalls. Her conclusion: "The implementation was a collaborative process – fast and uncomplicated."
A Fresh Start for Returns, Clear and Customer-Friendly
The introduction of the new returns management went smoothly for Weronika and her team. "8returns is very intuitive to use. We were able to process returns and refunds automatically right away – the process now runs with minimal manual effort, we only need to intervene in rare exceptional cases."
Particularly important for LeGer by Lena Gercke was also the ability to use customer feedback more effectively. "All customers can leave feedback on their return. That's why 8returns has been a valuable tool for optimizing our products and processes from the beginning."
LeGer by Lena Gercke was still in uncharted territory, so the biggest challenge was ensuring smooth communication between our shipping partners and the warehouse. After all, there were new technical requirements for all parties. "The support from 8returns and tante-e was invaluable during this phase! Thanks to their help, we were able to implement the software without major hurdles."
Returns in Their Own Hands
Deeper Insights into Customer Behavior
By implementing 8returns, LeGer by Lena Gercke has full control over the returns process for the first time and insight into valuable customer data. "The analytics from 8returns show us exactly which styles and sizes are returned most frequently. Thanks to this data, we can specifically improve our product offering," emphasizes Weronika.
Data-Driven Decisions
"8returns helps us analyze our return rates and identify trends. The ability to export reports gives us the opportunity to make informed, data-driven decisions," Weronika continues.
Whether product descriptions, quality control, or customer support – the insights from 8returns provide LeGer by Lena Gercke with crucial data to continuously optimize the shopping and returns process and increase customer satisfaction.
Achieving Business Goals
Looking to the future, Weronika says: "Our overarching goal at LeGer by Lena Gercke is to continuously increase customer satisfaction by making the entire ordering and returns process more efficient, transparent, and customer-friendly. With 8returns, we can ensure this and strengthen the relationship with our community. That's what matters most to us."
