Trend Marketing, a leading shoe distributor, has transformed its returns process with ReturnGO and Gorgias, significantly reducing processing time, enhancing communication, and improving the customer experience.

The Results

Since using ReturnGO, Trend Marketing has seen several improvements:

• Time Saved on Customer Service: Average customer service response time decreased from 17 hours to 2 hours, a reduction of 88%.
• Streamlined Return Processing: The return processing workflow has been simplified and optimized, enabling a warehouse turnaround time of 24 to 48 hours for returns.
• Improved Efficiency through Automation: The automation of return requests and pre-paid shipping labels has reduced manual workloads for the Trend Marketing team.

Trend Marketing’s Story

Trend Marketing was founded in 1995, and eCommerce started in 2016 with one website. It has since grown to 16 websites to-date.

As the largest distributor of fashion footwear in Canada, Trend Marketing is dedicated to providing superior product quality and customer service, and the returns process is an important part of that.

The Challenge

Trend Marketing’s previous returns solution had glitches and integration issues with Shopify and their ERP system and had many limitations, such as no item validation and no automatic refunds.

When their previous returns solution closed down, Trend Marketing went on the search for a new return solution. In the meantime Trend Marketing had to resort to an inefficient manual returns process with spreadsheets and manual label creation until discovering and implementing ReturnGO, making the switch all the more critical.

Why Trend Marketing Chose ReturnGO

After thorough research, Trend Marketing chose ReturnGO for its robust features, including item validation, automated refunds, and a user-friendly interface.

Trend Marketing recognized that ReturnGO’s solution would reduce manual work, offer seamless integrations, and enable efficient returns management across its growing number of websites.

How Trend Marketing Uses ReturnGO

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

The seamless integration between ReturnGO and Gorgias, a leading helpdesk platform, has significantly improved Trend Marketing’s customer service capabilities.

Gorgias enables businesses to manage customer interactions from multiple channels – such as email, social media, and live chat – all in one place. 

By syncing Gorgias with ReturnGO, the Trend Marketing team was able to easily access each customer’s RMA information when they contact support, enabling the team to better address customer questions and issues.

Trend Marketing has customized the integration to receive return-related notifications in Gorgias only for exceptions and RMAs that require special attention. This targeted approach has slashed average customer service response times from 17 hours to just 2 hours, a decrease of 88%, allowing the Trend Marketing team to address issues more quickly and improving overall customer satisfaction.

With an automated returns process and a seamless sync of information from ReturnGO to Gorgias, the integration enables Trend Marketing’s customer service team to communicate and resolve returns issues efficiently.

Before using ReturnGO, the Trend Marketing team relied on manually checking in the ERP system to determine if items were validated before issuing refunds. This unscalable approach became impractical as Trend Marketing expanded to include larger brands.

Using ReturnGO’s item validation feature and the direct integration with the ERP system that Trend Marketing uses, the warehouse returns team was able to easily validate returned items and document their condition directly in the platform.

This streamlined process enables the Trend Marketing customer service team to then issue refunds based on the validated information in ReturnGO without needing to check in two systems separately, saving valuable time and resources.

Through ReturnGO, Trend Marketing has been able to automate key steps of the returns process, eliminating the need to manually approve return requests.

ReturnGO empowers Trend Marketing with various automation features that streamline the returns process. Auto-approval of return requests reduces manual work for the Trend Marketing team, while automatically generated return labels simplify the process for customers.

Using ReturnGO, Trend Marketing’s customer service team can easily track the RMA status at every stage, making it easier to manage and resolve returns.

With less manual effort required in the returns workflow, Trend Marketing’s customer service team can focus on providing higher-level support, giving better customer service, and improving customer satisfaction.

ReturnGO enables Trend Marketing to automatically generate return shipping labels through its brands’ Canada Post accounts, streamlining the returns process for both customers and the warehouse team.

With ReturnGO, Trend Marketing is able to easily offer free returns with pre-paid return labels for most of their websites, while charging customers for return shipping on two of their online stores.

By offering automated pre-paid return shipping labels, Trend Marketing can easily track the status of return shipments and keep customers in the loop in real-time.

The results speak for themselves: ReturnGO has transformed Trend Marketing’s returns process for the better. The integration with Gorgias has further optimized the process, enabling efficient communication and prioritization.

Using ReturnGO’s advanced automation and integration capabilities, Trend Marketing has been able to reduce manual workloads, focus on giving higher-level support, and provide a seamless return experience for customers.