The Challenge: Complex and Costly Returns Process
Resultco, a leading fashion accessory manufacturer specializing in watches and sunglasses, has been a pioneer in the drop-ship business model for over 17 years. While their distribution operations were seamless, handling cross-border eCommerce returns, particularly in Canada, posed significant challenges.
“We never really had problems getting products to places like Canada or Europe, but one of the things we struggled with was getting returns back,” explained Bryan Binno, Vice President of Resultco. The company relied on expensive manual processes for returns, often paying high rates through carriers like FedEx and UPS.
These inefficiencies not only increased costs but also added stress for both the team and their customers. The manual reverse logistics process was time consuming, expensive and added sales pressure since returns were cutting into profits.
“We wanted something seamless,” Bryan said. Their goal was to eliminate the stress associated with returns, reduce costs, and create a straightforward process that would instill confidence in their customers.
The Solution: Simplifying Returns with ReturnBear
Partnering with ReturnBear allowed Resultco to revolutionize its returns process in Canada.
“ReturnBear enabled us to open up three eCommerce platforms—Hudson’s Bay, Reitmans, and The Shopping Channel—because we could collect returns in Canada and get them sent back to us seamlessly,” - Bryan Binno, Vice President at ResultCo
ReturnBear’s platform eliminated unnecessary steps. Customers could easily generate return labels and send products back without hassle, while Resultco enjoyed a more direct and efficient process.
“It’s just so much smoother,” Bryan shared. “The customer [doesn’t] have to jump through hoops to return something… and now we don’t have to do more work to satisfy this customer and get their product back.”
Results: Significant Savings and New Opportunities
The partnership delivered measurable results:
- Cost Savings: “We’re saving between $12 and $15 per return,” Bryan reported. With over 1,000 orders processed monthly and a return rate of 10-12%, this equated to approximately $1,200 per month or $15,000 annually.
- Market Expansion: Canada became Resultco’s second-largest market thanks to the ease of returns, and the company is planning to expand ReturnBear’s solution to some of their international markets. Despite Canada not being the largest population-wise out of ResultCo’s operating territories, the ease and simplicity of cross-border returns has made it their fastest growing market.
- Improved Customer Experience: Customers appreciated the simplified returns process, which boosted their confidence to make purchases. “It goes hand in hand. The easier you can make the retail shopping experience online and be able to offer a simple process for returns so [customers don’t] have to stress out about returning this item or have to second guess the purchase…[it] will always translate into more sales,” Bryan shared.
Looking Ahead
Resultco is exploring how to continue to leverage ReturnBear’s solutions for cross-border operations in the US, UK, Australia and Europe. “If people take the time to understand what ReturnBear does, they’ll realize they can save so much time and money,” Bryan emphasized. There is even an opportunity to eliminate expensive international warehouses because of the solutions efficiency in cross-border return management.
Resultco’s partnership with ReturnBear showcases how a streamlined returns process can unlock new growth opportunities while significantly reducing operational costs. As for how ReturnBear supported ResultCo’s return management process, Bryan summarized it as “smoother, more effective and just seamless”.
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