CurrentBody, a leading beauty devices company, has streamlined its returns process with ReturnGO, automating time-consuming tasks and gaining real-time insights into return trends and customer behavior.

The Results

Since using ReturnGO, CurrentBody has experienced significant benefits:

• Customer Support Ticket Reduction: The company has seen a reduction in the number of customer support tickets including “Where is my refund?” requests by 63%, freeing up customer service agents to focus on more complex cases.
• Faster Refund Processing: The average refund processing time has been reduced from 3-4 weeks to just 5 days, resulting in up to an 82% reduction in processing time.
• Elimination of Ineligible Returns: ReturnGO’s customizable return rules and clear customer communication have completely eradicated ineligible return submissions, which previously accounted for 16% of all returns.
• Improved Customer Satisfaction: Since using ReturnGO, CurrentBody has seen a 90% reduction in negative reviews related to returns.

CurrentBody’s Story

 Founded over 20 years ago, CurrentBody is a global leader in at-home beauty technology, specializing in cutting-edge technology like LED face masks and laser hair removal devices. The company boasts a global footprint with over 20 online stores worldwide.

After experiencing significant growth following the COVID-19 pandemic as consumers turned to at-home beauty solutions, further fueled by high-profile product placements like in the popular Netflix series “Emily in Paris,” CurrentBody’s online sales skyrocketed.

As the company’s global reach and sales volume increased dramatically, returns increased as well.

The Challenge

CurrentBody’s previous returns solution lacked the functionality and flexibility to support the company’s expanding operations.

The customer-facing portal was clunky and generated confusion, leading to ineligible returns and frustrated customers. Manual refund processing created bottlenecks, and customers were often frustrated with the lengthy processing time, leading to negative reviews and a high volume of customer support tickets.

Why CurrentBody Chose ReturnGO

After extensive research, CurrentBody selected ReturnGO to address its returns challenges. ReturnGO’s intuitive self-service portal, automated features, and powerful analytics dashboard promised a comprehensive solution to streamline their returns workflow and improve the customer experience.

How CurrentBody Uses ReturnGO

CurrentBody uses ReturnGO to streamline returns in various ways:

CurrentBody uses ReturnGO to automate its returns approval process, leading to a huge reduction in average refund processing time, from 3-4 weeks down to just 5 days, a drop of up to 82%.

For simple returns, where the reason is obvious and the product’s value is under a certain threshold, the return is automatically approved and the refund process is initiated. This automation saves time and effort by not requiring manual handling for straightforward cases, so that customers can get their refunds faster and the returns team’s workload is reduced.

For higher-value items, or in cases where the return reason requires closer examination, CurrentBody can approve returns manually. This process assures a thorough verification of the product’s condition by requiring customers to provide photos or videos as proof. This is particularly useful for demonstrating that the product seal is still intact.

With this layered approach, CurrentBody can verify the legitimacy of returns and minimize fraud, protecting both the company and its customers.

CurrentBody has seamlessly integrated ReturnGO with its existing tech stack, including Sendcloud for shipping management and Peoplevox for warehouse operations.

These integrations enable real-time data synchronization across platforms, ensuring all teams involved in the returns process have access to the most up-to-date information.

This seamless data flow has hugely improved inter-team communication, minimizing errors and delays, and enabling efficient processing of returns. For example, the warehouse team receives immediate notifications about incoming returns and can preemptively prepare for their arrival, and return shipping labels are generated automatically upon approval of the return request.

Furthermore, ReturnGO’s automation features and streamlined communication have dramatically reduced customer service inquiries. “Where is my refund?” tickets have plummeted by 63% since implementing the platform.

This frees up valuable customer service resources to focus on more complex issues and enhances overall customer satisfaction, a fact reflected in the 90% drop in negative reviews related to returns.

Using ReturnGO’s customizable return policy rules, CurrentBody implements specific return rules to offer refunds, exchanges, or store credit depending on product type, return reason, and customer location to ensure consistency and efficiency in handling returns, leading to a reduction in ineligible return submissions from 16% down to zero.

This customization has improved operational efficiency and customer satisfaction and ensures that only eligible items can be returned.

For instance, CurrentBody offers a money-back guarantee on certain high-end devices. ReturnGO automatically identifies returns eligible for the money-back guarantee and triggers a manual approval process to verify eligibility and deduct any relevant fees.

Additionally, CurrentBody leverages ReturnGO to facilitate partial returns for specific products. For example, if a customer experiences an issue with a battery pack, CurrentBody can ship a replacement directly, eliminating the need to return the entire device. This minimizes shipping costs and environmental impact while boosting customer satisfaction by offering a convenient and sustainable solution.

ReturnGO’s analytics provide CurrentBody with detailed insights into return reasons, product performance metrics, and customer behavior patterns.

CurrentBody can now access granular data on various aspects of their returns, making it easier to identify trends, anticipate potential issues, and make informed decisions to optimize their product offerings, marketing campaigns, and operational strategies.

For example, using ReturnGO’s analytics dashboard, CurrentBody identified a trend of customers returning a specific LED face mask due to difficulty understanding its usage instructions. This insight led them to revamp the product manual and create a series of tutorial videos, resulting in a significant decrease in returns for that specific product.

CurrentBody has successfully transformed its returns management process by using ReturnGO to manage returns. The implementation of automated workflows, streamlined communication channels, and robust analytics has reduced costs and processing times while also improving customer satisfaction.

As CurrentBody continues to grow its global footprint and expand its product range, ReturnGO enables it to continue to have operational excellence and provide exceptional customer service.