With the growing popularity of online shopping, providing customers with a quick and easy return process is more important than ever. They expect a hassle-free experience and fast refunds that leave a positive impression. Yet, many retailers still burden customers with the task of printing labels and filling out paper forms. MODIVO, a leading online fashion retailer, faced similar challenges.
Objectives
MODIVO reached out to Neontri with the aim of streamlining the return process on their website to enhance customer satisfaction.
Expectations

Traditionally, MODIVO’s return process relied on a manual, paper-based system. Customers were asked to fill out paper forms, giving detailed information on the type of product, size, reason for return, and even bank account details. Additionally, they had to print their own return labels.
This multi-step, time-consuming, and user-unfriendly approach negatively impacted customer satisfaction and made it difficult to collect data on return patterns. That’s why MODIVO wanted to enable their customers to easily return products through the website without any manual forms or printed labels. Their goal was clear: simplify the process, reduce paperwork, and improve the overall customer experience.
Outcomes

Our team redesigned the return workflow on MODIVO website to create a paperless return process. We successfully developed a microservice that allows customers to complete the entire process online, whether they are logged-in users or guests.
Now, the process is intuitive and doesn’t take longer than just a few minutes. First, customers need to determine the reason for the return. This step not only facilitates the return but also provides the company with valuable data for understanding return patterns.
The remaining steps are significantly reduced because all the data, such as the refund and free return method, is integrated with the order data and is automatically entered into the system. It saves customers’ time and eliminates the need to manually fill in the data.
Upon completion, the system generates a return code, keeping customers within the MODIVO website throughout the whole process. It’s due to the fact that MODIVO, on behalf of the customer, manages the courier interaction. What’s more, scanning the box’s code at the warehouse helps employees quickly get all the information they need for processing the return.
Challenges

One of the challenges was transferring all the necessary return data to the warehouse system. The warehouse staff had to process the return based only on the data in the system, without paper forms that were previously delivered in boxes. This data was very important for the workers to efficiently locate and process returns, ensuring refunds were handled correctly.
Another challenge involved integrating different courier companies. Since Modivo operates in various markets, each has its own preferred delivery service. We had to integrate them all. This meant working with their individual systems (APIs) to ensure smooth return pickups. No matter where the customer is located.
Cooperation
Throughout the project, we conducted sprint reviews every two weeks, inviting all interested parties from across the organization to discuss our progress and outcomes. To facilitate collaboration, we often used tools like Miro and Mural so that the entire team could easily contribute to the project.
Initially, the team consisted of a product owner, analyst, tester, two frontend developers, and four backend developers. As the project progressed, the team size changed to meet new needs and deadlines.
Results
We successfully implemented the paperless return process at MODIVO. It has revolutionized the customer experience and internal operations. Eliminating paper labels and streamlining backend integration not only improved CX but also provided valuable data for future business development. The benefits extended to both customers and employees, reducing manual efforts, and ensuring a smooth return experience.

Paulina Twarogal
