How RedShift streamlined returns and boosted customer engagement with a 77% open rate for return notifications

0
%

revenue retained via exchanges

0
%

CTR from notifications through branded returns tracking page

About RedShift

RedShift Sports sells bicycle components designed to help bikers maximize the versatility of their existing road bikes.

They operate primarily in the US, but also ship their products to the UK, New Zealand, Canada, and Europe.

Since its inception, RedShift has been committed to enhancing the biking experience, earning praise from customers worldwide for their innovative and versatile products.

Company Specifics

Shipping Volume

1,000 shipments per month

Industry

Sports

Fulfillment Software

Integrations

Challenge: Complexities in returning multiple product orders

RedShift faced difficulties with the return process for bundled orders, leading to customer frustration and confusion about refunds. The lack of a streamlined system made it challenging to initiate and manage returns, calculate partial refunds, and keep customers informed. This resulted in increased WISMO inquiries and a cumbersome process for both customers and customer service team. Additionally, the inability to customize return costs for various scenarios added to the complexity.

Streamlining our return process with LateShipment.com has drastically reduced the back-and-forth emails, making our fulfillment coordinator’s job so much easier. The ability to handle exchanges seamlessly and select the correct variant has been incredibly helpful. Overall, it’s been a significant improvement for both our team and our customers.
– Erin Goodall, Head | Customer Service

The Solution

  • Streamlined returns portal: An online returns portal that was simplified and intuitive, allowed customers to return or exchange a particular item from the bundled order.
  • Custom refund module: A system was implemented to calculate partial refunds for individual items within returned bundles, displayed directly within the portal.
  • Return alerts: Four key return-related email notifications were activated to keep customers informed throughout the return-to-refund/exchange lifecycle.
  • Flexible return costs: The portal allowed merchants to set and customize any additional return costs for customers, providing flexibility for specific scenarios.

The Impact

Redshift implemented LateShipment.com’s Returns Experience Management platform to improve their return process and customer satisfaction.

0
%

revenue retained via exchanges

1:3
0

3 Proactive Notifications sent per return

0
%

CTR from notifications through branded returns tracking page

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