Skagen Clothing earns an additional €41,600/month
Returnflows has changed the entire clothing brands's approach to returns - now they explain their reasoning.
Returns Exchanges/Giftcards
€72,414.38 through exchanges and €30,992.32 from issued gift cards.
Choose exchange or gift card
Calculated based on the total return value during the period.
Returns are not (necessarily) ≠ refunds
Like many other e-commerce businesses in the fashion industry, Skagen Clothing experiences a significant portion of all shipped orders being returned.
“We have improved the size guide and many other aspects, but return volume remains an inevitable part of the business,” says co-founder Thomas Melgaard.
In October 2024, we partnered with Skagen Clothing for what might at first seem like a boring iniative: How can the return process be transformed from a practical necessity into a strategic advantage? Here’s the process we followed.
The solution
The first few weeks were spent testing the new flow, setting up incentives for exchanges and gift cards, including differentiated prices on return labels and bonuses on gift cards.
Skagen Clothing had already tested the price elasticity of return labels and knew the optimal price point for their customer segment.
In November and December, products worth €247,148.07 were returned, of which €103,406.70 (41.84%) was converted into exchanges and gift cards.
Of this, 29.3 percentage points were exchanges, while 12.1 percentage points were refunded as gift cards.
Returning with us has become an integrated part of the customer journey, something we view with the same pride as our store, email flows, social media, etc.
Thomas Melgaard
Co-founder, Skagen Clothing
Aarhus, Dec. 2024
Proactive monitoring and alerts
With the volume of orders that Skagen Clothing handles, there can be instances where something goes wrong: A customer changes their mind, a return package is lost by the carrier, or perhaps it gets forgotten in the warehouse.
Returnflows continuously monitors Shopify, SmartPack, and Shipmondo, alerting the team to any errors, delays, and discrepancies before the customer even reaches out.
Shop Overlay
The Returnflows Shop Overlay gives Skagen Clothing customers a clear view of their returned items and current exchange orders, all while allowing them to continue shopping seamlessly on Skagen's store.
Instant Exchange
When we introduced Instant Exchange to Skagen Clothing, the customer service team was especially excited.
The feature tracks the status of all shipments from Skagen's carriers and sends the exchange order as soon as the customer drops off the return package. This reduces the waiting/lead time from 6-8 days to just 12 hours.
As for customer service? They were relieved to finally have a solution for customers who used to call in a panic about an outfit that didn’t fit for an upcoming event.
About Skagen Clothing
Danish D2C clothing brand, particularly popular among the younger demographic.
Founded
2022, Aarhus
Webshop
Integrations
Transform your returnflow
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A snapshot of our features
Full control over your return process
We handle the little details that make all the difference.
Integrations that fit seamlessly into your setup.
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Carriers and markets - just the way you want them.
Shopify POS Integration.
That's serious omnichannel.
Instant Exchange: (even) faster exchanges
Match price differences, order-, and product discounts.
Upsells & Downsells.
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Customize the text, colors, and look to match your brand.
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We have so much more to share. Let’s explore how Returnflows can change your returns for the better.