Case Studies

GRANDPA reduces customer return rate by 63% with yayloh

Understatement is an underwear brand that empowers women

Happy custoers, eco-friendly logistics, and flourishing bottom lines were just a few immediate benefits retailer Grandpa saw upon introducing yayloh, the loyalty-first return management solution.

About Grandpa

When it comes to trending, chic Scandinavian flair with a bit of vintage and hipster vibes thrown into the mix, you cannot go wrong with Grandpa. Promising a carefully curated collection of distinctive styles, best-in-class service, and environmentally conscious sourcing, Grandpa is obsessed with delivering a lasting positive impression both for the home and for this planet.

The goal

With a fast-expanding clientele and growing cross-border popularity, Grandpa’s goal was to transform their email-driven returns policy into a digital user-friendly platform in order to streamline customer service processes while preserving the values of sustainability and customer-centric service to the core. Standing in the way of this objective was:

The problem

Email-driven return policy

Grandpa’s email-driven return policy lacked digitalization, which turned out to be time-consuming for both, customers and customer service team.

Inefficient return process

This communication method slowed down the process, left customers worried and Grandpa’s team without any control on their returns flow.

Big environmental impact

Without a clear look and structure on returns, preserving Grandpa’s sustainability values becomes complicated.

With a fast-expanding clientele and growing cross-border popularity, Grandpa’s goal was fairly straightforward when partnering with yayloh - transform their email-driven returns policy into a digital user-friendly platform, that helps streamline customer service processes while preserving the values of sustainability and customer-centric service to the core.

The yayloh solution: omnichannel strategy

Whether it’s about reducing return handling costs, delivering faster returns, offering post-purchase mobility, or cutting down the unnecessary carbon footprint, an omnichannel strategy is the way to go.

Leveraging yayloh’s data-driven solution and technical expertise has reinforced Grandpa’s omnichannel efforts, allowing them to facilitate faster refund processes. Processing returns in 4 simple clicks in the store has never been so easy

Starting day one after the implementation of yayloh we saw immediate effects on our workflow - saving hours for our customer service team, increasing our omnichannel efforts and most importantly: gave our customers a more smooth and user-friendly experience.
John Palm Wennerberg
Chief Digital Officer at Grandpa

The results: decreased time spent on returns and improved satisfaction

The store personnel couldn’t be happier - returning web orders was very cumbersome for everyone involved before. I recommend yayloh for any e-Commerce company that’s struggling with their return flow - and who isn’t?
John Palm Wennerberg
Chief Digital Officer at Grandpa

Turning return insights into business decisions

With yayloh, Grandpa gets access to incredibly valuable customer feedback, allowing the brand to know its customers at an advanced level.

Reduce returns and environmental impact

Grandpa has access to return reasons and customer comments through the yayloh platform, allowing the brand to identify the specific reasons for the returns, and improve their product assortments accordingly.

After just a few weeks of sales, and based on feedback collected on yayloh, we changed a product description, resulting in a return rate reduction from 58% to 21%—a decrease of 63%.
John Palm Wennerberg — E-commerce Manager at Grandpa

Improve profitability

As a multi-brand retailer, Grandpa’s partnership with yayloh has helped identify which brands drive more returns. With this valuable information, Grandpa can relay this feedback to the brands and work together on reducing returns. This information also comes in handy when negotiating brand terms and can improve profitability.

We get highly valuable insights into return reasons at the product and brand levels. This is an incredible analysis to prevent returns and identify unprofitable parts of the product portfolio.
John Palm Wennerberg — E-commerce Manager at Grandpa

From providing an innovative loyalty-first omnichannel return platform to its customers by offering Grandpa first-hand data insights, yayloh helped the multi-brand retailer increase profitability, reduce return rate, and build a customer-centric business model that aligns with its sustainability values.

“With yayloh, pricing is just simple and fair."

Serina Espergues

Head of Operations, AWAN

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