Harry Hall, a leading equestrian apparel and services provider, has revolutionized its returns process with ReturnGO, cutting down processing time and greatly improving the customer experience.

The Results

Since using ReturnGO, Harry Hall has experienced significant benefits:

• Reduced return processing time: Automating returns with ReturnGO has enabled Harry Hall to reduce the time it takes to process returns by up to 95%, from an average of 14-21 days down to as little as 24 hours.
• Better customer experience: With a self-service return process, Harry Hall has seen a decrease in customer service inquiries and a surge in positive feedback regarding returns.
• Reduced workload: With the automated returns process, Harry Hall’s customer service team has seen a 23.6% reduction in customer service tickets, freeing up the team to focus on edge cases and other tasks.
• More data-driven insights: ReturnGO’s advanced analytics provide Harry Hall with valuable data on return reasons, product performance, and customer behavior, enabling them to make informed decisions about inventory, design, and customer communication.

Harry Hall’s Story

Founded over a century ago in the UK, Harry Hall is a leading provider of equestrian apparel and gear, including everything a rider might need, from riding boots and breeches to clothing and even insurance.

In 2017, the company took a bold step by transitioning to an eCommerce-only model, selling directly to consumers. This shift, while successful, brought about new challenges, particularly in managing returns for their extensive product line.

The Challenge

Before using ReturnGO, Harry Hall’s returns process was entirely manual. Customers had to contact customer service to initiate a return, the team would create return labels manually, returns would build up in the warehouse and customers would need to chase the company to follow up on their return.

It would take a couple of weeks to process the return and then another week to issue the refund. There were many negative comments about how long it took to get a refund.

Harry Hall wanted to find a solution to help handle returns more easily on Magento, increase communication, and implement levels of automation the company lacked.

Why Harry Hall Chose ReturnGO

Harry Hall sought a solution to automate its Magento returns process and improve the customer experience. After exploring several off-the-shelf Magento extensions but finding them lacking in functionality, Harry Hall found ReturnGO, which met all the company’s needs.

The deciding factors for Harry Hall were ReturnGO’s seamless Magento integration, powerful returns automation, and customer-friendly return portal.

In addition, ReturnGO’s flexibility which enables it to support Harry Hall’s specific return policies, along with its in-depth analytics, also contributed to Harry Hall’s decision to start using ReturnGO.

How Harry Hall Uses ReturnGO

Harry Hall uses ReturnGO to simplify the returns process and to reduce processing time and friction in several ways.

Using ReturnGO, Harry Hall enables customers to initiate returns seamlessly through a self-service return portal, eliminating the need for lengthy email or phone interactions.

Harry Hall’s shift to an automated returns process has led to a 23.6% reduction in inbound calls, emails, and chat inquiries. The customer service team has been able to save a significant amount of time, enabling them to focus on more complex customer issues and provide higher-level support.

To further streamline the returns process, Harry Hall has implemented chatbots and created comprehensive online resources that guide customers through the returns process. When customers inquire about returns, the chatbot can instantly provide links to relevant articles and step-by-step instructions on using the ReturnGO portal, further reducing the need for direct customer service interaction.

Since using ReturnGO, Harry Hall has received a flood of positive feedback on its returns process, with customers often mentioning the ease of returning items in their reviews.

Harry Hall has leveraged ReturnGO to automate its refund process for a smoother, faster customer experience.

When initiating a return through the portal, customers provide details about the return reason and can upload images of the items. Harry Hall’s customer service team reviews this information and approves returns for unworn items that meet their return policy criteria.

Once a returned shipment is received and scanned at the warehouse, the refund is automatically triggered. Automating the returns process has reduced the average processing time from 14-21 days to a remarkable 24 hours, a remarkable decrease of up to 95%.

ReturnGO’s seamless integration with Royal Mail enables Harry Hall to automatically generate pre-paid return shipping labels, simplifying the process for customers as well as for the Harry Hall team.

With ReturnGO, Harry Hall can automatically enable free returns for Harry Hall members, while non-members can easily pay for return shipping labels directly through the return portal.

To further simplify the process, QR codes are provided for each return, eliminating the need for printing and aligning with the growing trend of digital-first experiences. Customers can simply present the QR code at a Royal Mail location, making returns hassle-free and convenient.

The analytics dashboard provides Harry Hall with valuable data on return reasons, allowing them to identify areas for improvement in product design, sizing, and website information.

ReturnGO’s analytics dashboard has been an invaluable tool for Harry Hall, providing data-driven insights that inform key business decisions. By analyzing return reasons, Harry Hall can identify trends, such as consistent sizing issues with specific products. This allows the company to have informed conversations with suppliers regarding size specifications and make adjustments to future designs as needed.

Additionally, keeping track of customer behavior such as the tendency to order multiple sizes of an item and return whatever doesn’t fit, helps Harry Hall spot areas for improvement on the website. Harry Hall can address this by making size charts more prominent and enhancing product descriptions to ensure customers have the information they need to make the right choice during their purchase.

ReturnGO has helped Harry Hall achieve its goal of automating its returns process and improving the customer experience, freeing up valuable time for the customer service team, reducing processing time, and providing valuable insights into return trends.