Hindbag unlocks real-time returns data to reduce refunds
"With Elyn, our returns process is fully automated, and we have access to detailed data and analyses on our returns." Guillaume Brissaud, Logistics Manager, Hindbag.
Hindbag is an ethical fashion accessories brand, distinguished by its commitment to women's empowerment in India. Their products are made by women from underserved neighborhoods who are trained in sewing and fairly paid.
From Manual Returns to Auto-Returns Processing
Before implementing Elyn, Hindbag's support team spent considerable time processing their returns manually: multiple email threads with customers, manual order entries, manual refunds, and the constant need for synchronization with logistics.
Online exchanges were also being performed manually, with an email or a call to the support team, and 15% of returns were exchanges.
Establishing Goals for Success
We selected 3 goals for success based on Hindbag's key pain points:
- automate returns and exchanges
- provide data and analytics on returns reasons
- reduce CS tickets related to returns
Integration and Go Live in 3 Weeks
Hindbag was able to go live in 3 weeks. What's more, the returns portal supports multiple languages and currencies, with the ability to easily add any language or currency.
The Results?
Elyn's return management portal has given Hindbag a comprehensive, real-time view of their returns reasons, allowing the team to quickly respond to issues like sizing and color matching. They're also able to download and feed returns data back to the team in India, which has impacted product manufacturing, and manage return shipping to warehouses in different countries.
In the first month with Elyn, Hindbag saw:
- a 41% decrease in online refunds, by offering exchanges and store credit
- a 66% reduction in CS-tickets related to online returns
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