Cleanline Surf has simplified its returns process by using ReturnGO, automating time-consuming tasks and gaining real-time insights into return trends and customer behavior.

The Results

Since using ReturnGO, Cleanline Surf has experienced significant benefits:

• Time Saved on Customer Service: By automating the returns process, Cleanline Surf’s customer service team has reduced the number of tickets relating to returns and exchanges by around 40%.
• Simplified Workflows: Cleanline Surf has simplified and optimized its return processing workflow by centralizing the process into one system.
• Increased Visibility: ReturnGO’s analytics and data have given Cleanline Surf valuable insights into its return process, helping spot areas for improvement and optimize operations.

Cleanline Surf’s Story

Since its inception in the ‘80s, Cleanline Surf has become one of the biggest surf stores in the United States, offering an extensive selection of surfboards, wetsuits, and other apparel and accessories.

Beyond its extensive product line, the store is known for its commitment to community and local initiatives. From sponsoring local surfing events to coordinating beach cleanups and collaborating with organizations like Surfrider, Cleanline Surf is dedicated to bringing people together through the love of surfing.

Always innovative and focused on modernization, Cleanline Surf is constantly looking for new ways to improve the customer experience. From an online portal for booking gear rentals to providing a personalized experience for every customer, Cleanline Surf does its best to make the experience as seamless and enjoyable as possible.

The only thing missing from Cleanline Surf’s modern approach was an automated returns process.

The Challenge

Before implementing ReturnGO, Cleanline Surf’s returns process was fully manual – customers needed to reach out to customer service by email, phone, or chat, and every return was processed manually.

The process was cumbersome and had no analytics or data tracking, making it difficult to ensure accountability and posing a high risk of fraud due to the lack of transparency.

Cleanline Surf realized it needed a centralized returns management system to simplify the returns process.

Why Cleanline Surf Chose ReturnGO

After trying out a few different solutions, Cleanline Surf found that ReturnGO hit the sweet spot for the business.

The online portal empowers customers to initiate returns seamlessly, minimizing the need for customer service to get involved. Additionally, the system simplifies things for the team, with a one-click approval process that streamlines the workflow, and automatically-generated shipping labels reducing manual work.

ReturnGO exceeded expectations for Cleanline Surf, checking all the boxes and providing a seamless experience that dramatically improved the customer journey.

How Cleanline Surf Uses ReturnGO

With ReturnGO, Cleanline Surf has been able to automate the entire returns process, providing a consistent and hassle-free experience for customers.

Using ReturnGO, customers can now easily initiate returns without needing to contact support, giving them more control over the process and reducing the customer service team’s workload.

The self-service return portal guides the customers through each step, making sure all the relevant information is collected and returns can be processed effectively.

Thanks to ReturnGO’s user-friendly portal, Cleanline Surf has seen a reduction of 40% in customer support tickets relating to returns and exchanges.

Part of this reduction can be attributed to Cleanline Surf making the return portal easy to find by:

• Designing the return policy page to include a clear call-to-action button to start a return.
• Adding navigation links to the returns page throughout the site and in customer communications.
• Adding a QR code to packing slips, so customers can easily find return information and request a return.

Cleanline Surf keeps returns simple: instead of exchanges, customers return items for a refund, which they can then use to buy another product. Customers can receive a refund to their original payment method or via a gift card. Cleanline Surf offers gift cards rather than store credit via discount codes for accounting reasons.

For shipping back returned items, Cleanline Surf uses ReturnGO’s seamless integration with Shipstation to automatically generate return shipping labels. This means that the customer service team doesn’t need to manually create every label, reducing errors and delays.

Customers can simply print the label at home, attach it to the package, and easily send the item back. This user-friendly and automated approach ensures a smooth returns experience, making returns hassle-free and simple for both Cleanline Surf and its customers.

With ReturnGO, the team at Cleanline Surf has full control over the returns workflow, making it easy to manage the entire process in one place.

ReturnGO’s centralized system acts as a single, reliable source for all return-related information, improving communication and coordination across teams, and ensuring that all staff have access to consistent, up-to-date information.

This streamlined process provides Cleanline Surf with more accurate data and less time spent on repetitive data entry tasks, as the team manages everything in one place without needing to switch between multiple different systems.

When processing returns, Cleanline Surf’s team can easily inspect returned products for any damage or defects before issuing a refund, ensuring that products meet the required quality standards for returns.

This level of control lets Cleanline Surf guarantee that only products in acceptable condition are reintegrated into inventory and refunded to customers.

ReturnGO’s analytics offer Cleanline Surf valuable insights into the return process, enabling them to identify trends, issues, and areas for improvement.

Analyzing return rates of different products and identifying common return reasons lets Cleanline Surf learn about its customers’ habits and preferences, and adjust the products and processes as needed.

With data-driven decisions based on return rates, product categories, and customer feedback, Cleanline Surf can better optimize inventory, pricing, and customer service.

Additionally, real-time tracking on return shipping labels makes it easy for both Cleanline Surf and its customers to monitor the status of a return every step of the way, providing transparency and improving communication throughout the process.

With ReturnGO, Cleanline Surf has been able to create a highly customized return policy that covers all relevant scenarios.

Cleanline Surf is able to set specific return restrictions based on factors like item size, customer location, and product name. For instance, oversized products might have different return shipping costs.

This level of customization provides a hassle-free returns experience for customers since the portal will only let them return items that are eligible.

The results speak for themselves: ReturnGO has transformed Cleanline Surf’s returns process for the better. With a self-service return experience and centralized returns management, the company can now focus on what matters most – delivering exceptional customer experiences and getting more people surfing.