PandaZzz, an online sleep products store, has made returns easier and more organized with ReturnGO’s automated returns management system.

The Results

Since using ReturnGO, PandaZzz has experienced significant benefits:

• Reduced support team workload: Since implementing ReturnGO, PandaZzz has seen a huge reduction in customer support team workload, resulting in significant cost savings.
• Improved accuracy: Automating large portions of the returns process has reduced human error for PandaZzz, ensuring more accurate handling of returns and exchanges.
• Increased customer satisfaction: PandaZzz has seen a high level of customer satisfaction with the new returns process, with customers appreciating how easy and convenient it is.

PandaZzz’s Story

PandaZzz is an innovative eCommerce brand specializing in sleep products, offering a diverse range of mattresses, toppers, sheets, duvets, and more. 

The first to introduce the concept of a “mattress in a box” to the country, PandaZzz overcame initial skepticism by educating customers and demonstrating the convenience and value of buying mattresses (and other sleep products) online.

PandaZzz puts a strong emphasis on creating an easy buying experience for customers, providing high-quality products, easy-to-use tools, and excellent support to make shopping online easy.

The Challenge

Before using ReturnGO, PandaZzz’s returns process was fully manual, with customers reaching out to customer support via email or chat. The customer service team used a spreadsheet to track return requests, resulting in a lot of manual work and time spent handling customer inquiries. 

As the volume of returns grew, so did the need for a more efficient and accurate system for managing them.

Why PandaZzz Chose ReturnGO

PandaZzz chose ReturnGO after looking into several other returns solutions, none of which offered the language support PandaZzz needed.

ReturnGO’s user-friendly self-service portal and efficient processing capabilities were major factors in PandaZzz’s decision. The system’s ability to automate and streamline the returns process, reducing manual work and workload on the customer support team, was also extremely valuable.

How PandaZzz Uses ReturnGO

The logistical challenges that PandaZzz faces are unique, and the company uses ReturnGO to streamline the returns process in several ways.

PandaZzz uses ReturnGO’s self-service return portal to improve the customer experience by empowering customers to initiate returns easily and conveniently on their own.

The return portal is accessible from multiple places on the website, and automated email responses with a link to the return portal are sent whenever customers reach out to request a refund via email. This makes it quick and easy for customers to start the return process and reduces work for the customer service team.

PandaZzz takes pride in its transparent return policy, openly communicating that mattresses and beds can be tried out for 100 nights, and all other products for 30 nights, and returned for free if the customer is not satisfied. This gives customers the opportunity to use the products and ensure they’re satisfied with their purchase and easily return or exchange them as needed.

The embedded self-service portal brings customers back to the PandaZzz website and reduces the number of touchpoints for the team. Customers have given positive feedback since PandaZzz implemented ReturnGO, saying they find the portal process easy and intuitive to use.

Using ReturnGO, PandaZzz can set specific return restrictions based on product size, customer location, and product name, ensuring accurate handling of returns. While most returns are processed automatically, a PandaZzz team member always oversees the process, ensuring accuracy and efficiency.

To manage the process, the company has implemented several key strategies:

• 100 Free Days – The PandaZzz return policy is designed to give customers a hassle-free experience, offering 100 days of free returns on mattresses and beds, and 30 days for all other products, making it easy for customers to return items at no additional cost. ReturnGO enables PandaZzz to set smart policy rules such that once an item has been exchanged, the replacement item will not qualify for additional free days, ensuring the brand doesn’t suffer significant losses.
• Value-Based Rules – PandaZzz implements a value-based approach, automating refunds for lower-value returns for speed and efficiency, while for returns exceeding a certain value, manual approval is required. ReturnGO’s advanced customization abilities make it possible for PandaZzz to configure exact requirements and outcomes.
• Incentivized Gift Cards – Since implementing ReturnGO, PandaZzz has been able to offer gift cards in addition to regular refunds, helping to retain revenue in the store and encouraging customers to stay engaged with the brand. To further incentivize customer loyalty, PandaZzz can configure ReturnGO such that returns opting for a gift card are automatically processed and include a bonus credit, encouraging repeat business.

Since mattresses are shipped vacuum-packed in a box, they’re not easy to return once opened, and other large products also cause logistical challenges when it comes to shipping back returned items. Beyond the logistical hassle, return shipping and processing costs can quickly add up, complicating matters further.

To simplify the process, PandaZzz doesn’t have customers ship back items – instead, it offers various return pickup solutions.

Depending on the size, weight, and type of item, PandaZzz partners with different companies to handle the pickup, whether it’s for return to their warehouse, for donation, or for resale. This ensures that customers can easily return their items without having to worry about shipping or logistics, and PandaZzz doesn’t have to deal with processing returned items, most of which couldn’t be restocked anyway.

By automating the returns process with ReturnGO, PandaZzz has reduced manual work, increased accuracy, and improved customer satisfaction. ReturnGO has enabled PandaZzz to elevate its customer experience, becoming a leading eCommerce brand in the sleep products industry.