How Ysé uses yayloh's automation at scale to process returns faster and increase customer satisfaction.

yayloh supports Ysé migration to Shopify Plus to help the brand deliver a top-notch return experience to its customers while putting returns on auto-pilot 

Get to know Ysé

Created in 2012, Ysé designs underwear, swimwear, bodys, homewear and pyjamas which are without artifice. Created by women and for women, Ysé invites women to look at their body with tenderness. Specific care is given to fitting: initially targeting small bra cups, Ysé now has extended their offer on many products to all bra cups, from AA to E. This willingness is the result of a strong desire: offer products to each and every woman, whatever her body type. Each prototype and each bra cup is fitted to be comfortable with style.

 

Today, Ysé is an e-shop that delivers in France and abroad and 6 physical stores everywhere in France. Offering a smooth omnichannel experience is important to Ysé and there are no borders between sales channels.

 

Each online order, as well as a purchase made in a store, should be possibly returned either online or in-store. Thus, running an effective online store is a must for them; but so is having a powerful return management software to deliver a branded, digital and fuss-free customer experience, while also boosting team efficiency when it comes to customer support.  

Get ready for Growth

The products and brand positioning have been two important factors in Ysé’s national and international popularity, making it one of the most recognised French lingerie brands.

Fueled by the change in customer behaviour and the rise of eCommerce, Ysé saw an opportunity to scale the business in a smart and efficient way which would increase sales and diminish the workload. Their growth plan fundamentally sums up with implementing automated processes to boost operational efficiency and save time and resources

The first step towards automation and scalability began with the migration from Prestashop to Shopify Plus. While the pre-checkout process is fully taken care of, Shopify Plus does not offer a return management solution natively; an essential piece for Yse’s growth plan.

The problem

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Manual returns
Manually processing returns adds complexity to logistics, is time-consuming, most times inefficient and affects team productivity.
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Brand degradation
This inefficiency during the return process can be worrisome for customers and quickly damage the brand’s name.
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Inefficient return process
Without proper tracking and managing tools, the Ysé team spends valuable time completing tasks manually is time-consuming and can prompt human-caused errors.

The lack of a Shopify in-house return management solution urged Ysé to find a return management solution to automate processes and help them manage returns more effectively. 
Looking into different options, as well as creating their own custom developed solution, Ysé chose to partner with yayloh to take return management to the next level. 

Soline Brissault
Operations & Projects Manager

yayloh allowed us to streamline our online returns handling so that we can focus on what we do best instead. The solution was implemented quickly and it answers our very high demands on customer experience and productivity. yayloh team has been really available and responsive to our needs during the onboarding so that the platform answers our needs.

With a fast-expanding public and growing national and international popularity, Ysé’s mission when partnering with yayloh was reasonably straightforward - a digital return experience for their customers and a fully automated return management solution for their team. 
To face the day to day returns and, most importantly, the summer season ones (April to July) Ysé saw the potential of yayloh to deliver an extremely efficient post-purchase experience for both ends, its team and customers. 

The yayloh solution

yayloh’s integration successfully complements Ysé’s online store with a return solution that helps them effectively manage returns. It also keeps and prevails it’s customer-centric and digital-first core values. 

Advantages of a digital return solution

With yayloh, Ysé delights its customers with a fully branded and digital post-purchase experience that keeps them informed and engaged through every step of the return process. Knowing the status of the return builds trust and competitive advantage as customers feel comforted, reassured and more likely to place another order in the future. 

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On the other end, Ysé’s team is empowered with a return management platform that simplifies and automates operational tasks, plus puts all information and returns data at a button-click. 
With yayloh, Ysé’s customer service team can proactively support disappointed customers and automate refunds directly from the platform. This automation is possible thanks to yayloh’s rule engine, powered by the integration with Shopify. The amount to be refunded is automatically calculated and processed, saving valuable time and resources to the Ysé team.

Benefits of a digital return software

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Digital return management solution
Operational efficiency
 Increased customer satisfaction and loyalty
Wendy Alexandre
 Head of Customer Experience

On a daily routine, yayloh allows us to handle all returns extremely quickly and smoothly by automating all manual tasks (where mistakes can easily be made), like when it comes to calculating the amount to be refunded. Moreover, the customer experience is extremely easy and clear.

More to offer: online and offline sync

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Offer smooth in-store returns

Ysé is a digital-first brand with a strong eCommerce presence but it also has 6 stores across France. yayloh’s digital return solution synchronises Ysé’s online and offline stores to align when it comes to returns and refunds.

In-store and online purchases get automatically refunded with yayloh’s very own rule engine, which automatically calculates the amount to be refunded depending on each customer’s criteria. This feature is extremely efficient and helps in-store personnel and customer service automate and process returns instantly, instead of building the solution at POS or ERP level. 

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Warehouse in the spotlight 

Aside from delighting their customers and empowering their customer service team, Ysé’s warehouse crew also saw improvement with the implementation of yayloh. With the return management platform, the warehouse team can get an overview of all inbound returns, plan for the staff accordingly and change the return status in the platform

Ysé’s growth and success brought quite a lot of challenges in the operational field. To scale and prevail team efficiency the need for a digital return platform became evident. 


yayloh’s return management software integrates in a blink of an eye with their Shopify Plus store to offer a branded digital return solution to their customers and a fully automated post-purchase management solution for their team. With yayloh, Ysé prevails its customer-centric and digital-first core values. 

Post-purchase can set you apart from other brands

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