81% of consumers expect to be able to return online purchases easily, either in-store or by mail.
For Friluftsmagasinet, simplifying this experience wasn’t just about logistics. It was about protecting customer loyalty and creating operational efficiency in the warehouse.
Challenge
The company’s growing e-commerce volumes made it increasingly difficult to manage returns consistently. They needed a faster, clearer, and more reliable way to process returns internally while giving customers convenient, low-friction options externally.
Attractive return options are an important part of a good customer experience, which we focus highly on.
Jonas Larsen
E-commerce Manager, Friluftsmagasinet
Solution
By integrating nShift Ship with Digitroll, Friluftsmagasinet enabled customers to easily generate or print pre-paid return labels, either online or via email, and send products back free of charge. All they have to do is fill in the invoice number and zip code in the online return form.
The return portal also enables staff at Friluftsmagasinet to monitor and update the internal return flow, instantly identifying the order using the invoice number, and updating stock in real time.
Our customers can now easily return items via the return form on our website or print their email-generated return label and send their product back to us free of charge. They can also, as always, return their online purchases in one of our physical stores.
Jonas Larsen
E-commerce Manager, Friluftsmagasinet
The automated setup significantly reduced manual handling, improved warehouse accuracy, and allowed the team to monitor returns in one flow.
Now when we receive returns at the warehouse, we register the returns with a few clicks and use the invoice number to identify the order in the return portal. This way the stock is updated right away and the employees use a minimum of working time.
Jonas Larsen
E-commerce Manager, Friluftsmagasinet
Today, this same customer-centric approach is reflected in nShift Returns - the next evolution of the seamless returns experience Friluftsmagasinet helped pioneer.
Results
The improvements were immediate: faster warehouse processing, more accurate inventory updates, and fewer customer inquiries.
Our customers easily print their email or web-generated return label and we handle returns more efficiently at the warehouse. And our customer service team is now experiencing a lot fewer calls regarding how to track and return their parcel.
Jonas Larsen
E-commerce Manager, Friluftsmagasinet
Returns are no longer a burden - they’ve become an integrated part of Friluftsmagasinet’s service promise.