Anneta Mougtousidou & Matthias Ganglbauer
Returns Management: A Test of Strength for the Team
From creative fashion to wellness for body and mind – the online shops of G-IN, Olakala, and Vybelle offer a wide range for customers interested in sustainability and innovation.
Using Olakala as an example, it becomes clear how a smooth returns process can strengthen customer loyalty and drive product development. A change that began with a major challenge, as high error rates and friction between team and warehouse were previously part of daily business. A fundamental change ultimately improved internal processes and managed to satisfy both customers and employees.
Matthias Ganglbauer, Head of Support, and Product Manager Anneta Mougtousidou recall the transition.
High Error Rate Due to Manual Processes
Matthias knows how labor-intensive the old process was: "In the past, many errors occurred. The processing and handling of returns just didn't work well. For this reason, we changed warehouses and also redesigned the returns process."
Before implementing 8returns, warehouse employees documented all details of a return. The then Project Manager Vincent then checked the information himself, created edge cases, and manually updated their status. Matthias came to Olakala as a career changer through his interest in the fashion industry. His first impression: "The process seemed very error-prone to me. I quickly advocated for a digital solution to simplify returns management for everyone." A change that began with a simple internet search.
Innovation & Sustainability – also in the returns process
Smooth and Intuitive
"Vincent researched which returns platforms other brands use. 8returns was our first point of contact and we actually stuck with it. We placed some test orders to try out the portal and were totally happy," Anneta recalls.
Matthias particularly appreciated the close collaboration during onboarding: "8returns supported us a lot. Together we went through the software thoroughly. Once the returns platform is properly set up, you hardly have any questions later." Getting started was easy for Matthias. "8returns is quick and easy to understand. In the backend, I can directly see which returns have arrived, are in processing, or are completed."
Anneta adds: "Our old system was less clear, today it works a thousand times better. Our new warehouse is doing returns processing for the first time, plus we're the biggest brand they manage. However, 8returns is so intuitive that everyone quickly found their way around."
Easy Handling of Edge Cases
Particularly important for the Olakala team: Simplicity for customers and teams. For Anneta, this is primarily a question of interface. "I like that 8returns is very visual. In the portal, I can not only assign tags, I also see the images of our products.
It was also important to us that the automations work well. All of that is given with 8returns."
The warehouse also benefits from the new workflow. What used to be noted manually is now recorded digitally. "There's a stand PC with a scanner in the warehouse. Colleagues scan the label and see all information about the return in 8returns, for example, which products customers returned and why. In the warehouse, a note about the condition of the return is then added directly.
At Olakala, customers can also return two orders in one package. Warehouse colleagues directly note that another order came along. It works smoothly, is good for the environment, and above all error-free," says Matthias.
Significant Reduction in Error Rate
50% Time Savings
"Our returns processing runs much faster today. The software has simplified our work process overall. Specifically, we save 50% of our time thanks to 8returns and our new warehouse," says Anneta.
Increased Revenue and Better Retention
Another advantage: Refunds are now also processed through store credit. A feature that more and more Olakala customers are using. "We made more revenue through store credit in the first month already. Our experience is that customers are more willing to buy a more expensive product when they can use their store credit for it. Store credit is a great upgrade for us, especially because all parties save the money movement." According to Matthias, Olakala has already been able to retain 200 customers since introducing store credit.
More Targeted Product Development
When customers return a product through 8returns, they can leave a comment about their return. Feedback that, according to Anneta, benefits the whole brand: "Customers can really share their opinion and not just choose between predetermined answers. We regularly look at all feedback and use it for product development."
A returns meeting now takes place monthly. "Together with our textile technologist, we look at which products stand out. If a defect occurs more frequently, we can intervene directly or talk to our suppliers," says Anneta.
Olakala customers are also satisfied with the new process. Through his work in customer support, Matthias knows exactly how the portal is received: "No one has ever complained about the processing. Also, I hardly receive any questions about the functionality of the returns platform.
Online shops don't actually want returns, but nowadays good service is simply part of it. Customers want to be able to return their items without much effort. We know that at Olakala it works simply and well. For many, that's an additional reason to place their order."
