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Case Study

HexClad cuts return processing time by more than 80% with Returnly

Read how HexClad uses Returnly's flexible controls to automate returns across warehouses.

The Challenge

For HexClad, revolutionizing cookware is the driving force behind their products. But when a customer’s original purchase didn’t work out, HexClad’s warehouse teams had to dedicate time each day documenting incoming returns and exchanges. HexClad’s Director of CS Michael Ludwig explains, “Even though we were using Return Magic, my teams would have to write each customer’s information, tracking number, product details and then calculate refunds. We used a massive spreadsheet to track returns manually. This daily process would take a lot of time.” It didn’t take long for Ludwig to realize there had to be a better way to provide both his teams and customers a hands-off returns experience.

The Solution

Once Ludwig came across Returnly, he was excited to learn of the customization and level of automation he could put in place for his teams. “We were initially drawn to Returnly because it provides the flexibility to configure the platform in a way that works best for us. It has given us full visibility into returns and has automated our entire process.”

The Solution

The Results

Outcome #1 - Time savings of upwards of 80%

Within the first month of partnering with Returnly, HexClad’s warehouse teams operationalized their entire process eliminating manual workarounds. “With Returnly, I could set up return stations with barcode scanners. Now, our warehouse teams don’t have to manually document each return which has cut down processing time by at least 80%.”

Outcome #2 - Accurate returns and refunds

With Returnly, HexClad can now ensure accuracy across data entry and refunding. “Before Returnly, our process was tedious and led to inaccuracies over time. Now, my teams don’t have to worry about entering return information or data incorrectly. Plus, our customer gets their refund a lot faster.”

Outcome #3 - Flexible flows and controls

HexClad also leverages Returnly’s flexible controls and flows to identify the policy that works best for their business. “We like Returnly because it provides the flexibility to accept returns at our different warehouse locations and adjust the timing of the refund - either right at the point of carrier scan or after we review the return. With flexible controls, we can select what makes the most sense for both us and our customers.”

  • Brand image

    Industry Cookware

    Key Products Instant Exchanges, Returnly Credit

    Website hexclad-cookware.returnly.com

  • Business Impact

    85% automated returns, 10% revenue retained by Returnly

Michael Ludwig, Director of Customer Success

“With Returnly, I could set up return stations with barcode scanners. Now, our warehouse teams don’t have to manually document each return which has cut down processing time by at least 80%.”

Michael Ludwig, Director of Customer Success

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