Since onboarding with ReturnBear, 90%+ of Nadaré’s customers have adopted drop-off returns, saving the brand over 76% in shipping fees.
Industry
Jewelry and Accessories
Savings
76% on return shipping costs
Platform
Shopify
“I love ReturnBear because I literally don’t have to do anything; it runs on its own. Every so often, I’ll log in to see that things are okay with our returns, but most of the time, I don’t even look at it."
— Andrea Norquay, Founder, Nadaré
Background
In 2020, in the midst of the pandemic, Andrea Norquay founded Nadaré in her hometown of Calgary, Alberta. Nadaré is a jewelry brand that creates beautiful waterproof pieces at price points for all budgets. Andrea believes that everyone should have access to quality jewelry they love and feel beautiful wearing.
Challenge
Nadaré is a small business serving customers in Canada and the USA, and all of their returns and customer service inquiries were managed in-house by Andrea and her Fulfillment Manager, Kiana. Every month Andrea would spend hours managing the return process on the backend - issuing credits and returns, corresponding with customers about their return, and individually inspecting every item that was sent back. Her team was using a simple return tool to manage things, but the process was not streamlined and it was tedious for customers and the brand. As a small business, Nadaré was unable to cover the high cost of return shipping for their customers with the return solution they had in place.
“[The former return solution] was just a return portal. It was just enough for people to put their return request in and then we would deal with the rest on our backend. So it kind of sucked. I hated dealing with returns before because people would get mad about having to print and pay for their own labels. It wasn't the most efficient way and I don't think my customers were very happy with my policy before."
— Andrea Norquay, Founder, Nadaré
In Nadaré’s former return policy, customers were responsible for purchasing and printing their own return labels, and shipping the items back to the brand. This process was expensive and time consuming. Not only were customers paying high shipping fees for the return, they were also required to print their own labels and travel to the post office. Many customers emailed Nadaré to share their feedback on the return process which prompted them to make immediate changes to the policy, and to search for an end-to-end return management solution.
Solution
After receiving feedback from her Canadian and American customers about the high cost of return shipping ($16-$30 per return label), Andrea decided it was time to make a change. She was living in Europe and discovered that many businesses offered free drop-off return options to their customers. That’s when she began her search to find the same solution in Canada and discovered ReturnBear.
“If they could just go somewhere and drop off the return and immediately get a refund or exchange, that would be so easy! But having to go to a post office and spend $15 or $20 dollars for a label to send back like a $20 ring, just wasn’t worth it for my customers."
— Andrea Norquay, Founder, Nadaré
When Nadaré integrated ReturnBear into their business they immediately saw positive effects on their customer experience. Their new return policy covered the cost of returns for any customers using ReturnBear drop-off locations which resulted in less customer complaints, and Andrea also believes that her updated return policy has driven growth of her online sales, since customers now have a simple way to return items. The new return process helped Nadaré in many ways:
- Improved customer experience: Customers were more satisfied with the new return policy and free returns at ReturnBear drop-off locations. More than 90% of Canadian customers are opting for drop-off returns.
- Less time spent managing returns: With ReturnBear the Nadaré team is saving hours of time every month not having to process or manage returns. They’re able to focus on growing their business. Instead of managing every return, Andrea checks-in on ReturnBear occasionally to ensure everything is running smoothly. She likes to “set it and forget it.”
- Huge savings on shipping: Since implementing ReturnBear Nadaré is now saving almost 76% on return shipping costs. Expenses have been flattened as more and more customers opt for drop-offs instead of expensive shipping labels, and by using ReturnBear’s consolidated batch-shipping.
“After the initial meeting and getting everything setup it seems like a very flawless system, and when I saw the first few returns coming and it went smoothly it was a relief. I even had a few customers email and say they were so happy we had a drop-off point. Now I’m happy to give customers my return policy where before I was hesitant to share it.”
— Andrea Norquay, Founder, Nadaré
If you’re looking to reduce your customer service and operation lift and enhance the customer experience, reach out to us today to make your return pains go away.
