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Friluftsmagisnet turns return management into a competitive advantage

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81% of consumers expect to be able to return online purchases in a physical store or send back using pre-paid return labels – a fact that Norwegian online shop, Friluftsmagasinet, has turned to its advantage, thanks to nShift DeliveryHub.

Products used

nShift DeliveryHub integrated with Digitroll webshop

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The Challenge

It was a desire for simpler return management internally and externally that got one of Norway’s biggest outdoor online shops, Friluftsmagasinet, to choose nShift DeliveryHub.

As Jonas Larsen, Ecommerce Manager at Friluftsmagasinet, explains: “Attractive return options are an important part of a good customer experience, which we focus highly on.”

“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, Ecommerce Manager at Friluftsmagasinet

 

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The Solution

By integrating nShift with their webshop supplier, Digitroll, Friluftsmagasinet can now offer customers the option of printing a PDF-generated pre-paid return label, which they can then use to send products back for free. 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. 

 

The Results

The impact of nShift has been felt most powerfully at Friluftsmagasinet’s warehouse, according to Jonas Larsen. “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.”

 nShift has also helped to improve the customer experience significantly, which has brought additional benefits to the company’s customer service team. As Jonas explains: “They are now experiencing a lot fewer calls regarding how to track and return their parcel.”

“Our customers easily print their email or web-generated return label and we handle returns more efficiently at the warehouse."

Jonas Larsen, E-commerce Manager at Friluftsmagasinet

 

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