Wristbuddys cuts daily return handling from 45 to 10 minutes

Eight steps per return

Wristbuddys has sold more than 350,000 watch straps to 130+ countries. Everything ships from their own warehouse in Stockholm.

"In the beginning, returns weren't a problem at all. But as we've grown, we've reached customers who aren't always sure what they're buying," says founder Samuel Lavatt.

Every return started with an email. Ask for the reason. Ask for photos. Send a link, create a label, check the parcel, refund. "That was around eight steps for us."

Now the customer gets one link. The team receives, checks and approves.

The customer already wants to buy

Wristbuddys has a strap for almost every watch, in different colours, sizes and materials. In most cases, the right product is already on the website. The customer just hasn't found it yet.

"That's why exchanges are so powerful. Instead of losing a customer through a return, you guide them to the right product. That's what Returnflows does. It helps customers find alternatives they might never have found themselves," says Samuel.

In the exchange shop, customers browse the full webshop instead of a short list of sizes and colours. They can also ask the chatbot for a recommendation.

"It's not about convincing someone to buy again. They've already decided they want to shop with you. The real value isn't saving one order from a refund. It's keeping the relationship with the customer alive, and the chance of many more purchases."

Customers buy straps once or twice a year, in the Middle East up to ten times. An exchange keeps that relationship going.

Return reasons feed product decisions

"If ten people return a product saying it's too short, we ask: is the description wrong, or should we make it longer?"

The return rate is around 1.8%, down from about 5%.

Claims with photos from the start

Customers used to email "the strap broke" and nothing else. Now they add photos and a comment in the claims flow, and the team ships a replacement.

From ChatGPT to live in five days

Samuel asked ChatGPT for the best returns solutions. Wristbuddys took a demo with Returnflows and one other provider. "It was pretty clear. You were much, much better."

"We had a meeting on Monday, and by Friday everything was set up."

Exchanges ship as regular orders

Returnflows connects to Shipmondo, so labels are generated automatically. Exchanges land in Shipmondo like any other order, and the warehouse ships them.

"A customer can do an exchange without us even noticing."

Handled inside Shopify

Returns are processed in the Shopify admin. The person handling them jumps from order to return and back. No extra login.