Problem
The lifecycle of a return, from the moment the customer requests it until it is resolved, is one of the most complex and sensitive processes in any ecommerce operation, because it involves logistics, stock, billing and customer experience at the same time. The legacy system this management relied on limited the ability to run the process efficiently, at scale and with automation, for multiple brands and markets at once.
Solution
Working with a world-leading textile retailer, we took on the challenge of designing and implementing online returns management for all of its brands. This new stack orchestrates the complex lifecycle of a return efficiently, paving the way towards a much more flexible, automated operation centred on the customer experience.
Results
Design of a modular, efficient microservices stack that isolates and evolves critical functionality without compromising current operations.
A substantial improvement in processing times, traceability and the customer experience.
Fewer internal operational frictions, accelerating the digital transition of one of the most sensitive areas of ecommerce.