Retino Replaced a Notepad and Established Processes at WOOX

The Problem

WOOX operates in the fashion segment, which is accompanied by a higher rate of returns, typically due to customers choosing the wrong size of clothing. Along with the growing number of orders, it was necessary to establish processes for the efficient handling and evaluation of returns.

The Solution

WOOX needed to automate and digitize the entire process, which was previously handled only on paper, significantly burdening customer care. Retino introduced a range of automations. These effectively replaced unnecessary manual work and streamlined the operations of the entire company.

The Impact

• Significant simplification of the entire return and claims process for customers
• Relief for customer care in handling reverse logistics processes
• Excellent customer reviews
• Standardization and order

WOOX is a Czech brand that offers original clothing for the city and nature. The brand started with a snowboard collection, which has since grown significantly into a wide range of clothing and accessories for both women and men. The store currently has not only an online version but also a brick-and-mortar branch in Prague, Jeseník, and a pop-up store in Ostrava. WOOX produces its leather and canvas accessories in its own manufactory in Jeseník. WOOX is among the Czech brands with the widest product range.

How does WOOX work?

WOOX sells clothing and accessories for the city and the woods, designed and developed in Jeseník. Customers can purchase stylish clothing directly on the website and choose their size based on a size chart. Even so, it sometimes happens that a customer returns an item due to a wrong estimate. Previously, handling these cases was a lengthy process for WOOX.

What was it like before Retino?

• The customer would send a package with a claim, including a filled-out printed claim form (sometimes without it).
• Claims were written down in a notepad, and a piece of paper with information on what and how to resolve it was attached to the claim.
• After the claim was processed, a printed form – the claim protocol – was filled out with the resolution.
• The store sent the resolved claim back to the customer.
• Essentially, everything was managed on paper, which sometimes got lost.

The Solution

Along with the implementation of Retino, all processes logically transformed with the goal of automating as much work as possible and bringing order to both the customer side and the e-shop itself.

• Customers have a simple system for submitting a claim online in the application.
• All information regarding a specific claim is in one place, and everyone, including the customer, can see the current stage of the claim.
• Simple communication both within the WOOX team and towards the customer
• Time saved on communication regarding claims (automation of notifications).
• In the future, WOOX plans to connect Retino with its ERP and newly prepared e-shop, which should further automate and speed up the work.

Impacts

• Retino provides the WOOX store with a comprehensive system for handling reverse processes. This saves time and increases the efficiency of processing both claims and returns.
• Better customer information about the claim process.
• Excellent customer reviews regarding claim handling.
• Automated and continuous collection of feedback.
• Up to 75% time savings.
• Significant reduction in workload.
• Elimination of paper and lower error rates.

Need advice on your reverse logistics processes? We'd be happy to show you how Retino can help your e-shop.

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