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Case studies
Building a returns network across Europe
A Leading online fashion retailer12/20/2023
PROJECT OVERVIEW
Our customer is a German online retailer that sells shoes, fashion, and beauty products, and has over 50 million active users across 25 European markets. In 2009, the eCommerce provider was looking for a logistics company that could support its growth and help establish its first fulfillment center, including handling returns. Since then, the relationship has evolved into a partnership of equals.
Our customer’s business challenges around the returns processes
- To reduce transportation costs.
- To comply with local regulations e. g. customs requirements.
- To provide customers with a prompt and efficient refund process.
- To establish sustainable management of online returns while upholding high social standards.
TRANSFORMATION STORY
CEVA has facilitated sustainable growth by offering scalable and extensive logistics capabilities that have addressed the challenges of rapid expansion, costs optimization, while meeting sustainability and social requirements.
- Our collaboration began with the establishment of a 10,000 sqm fulfillment center in Großbeeren, Germany.
- Since then, we have supported exponential customer growth by opening new sites throughout Northern and Central Europe. We handle a great part of customer returns volume in six dedicated returns centers.
- Additionally, we offer a wide range of refurbishment and salvage services to restore faulty items to pristine condition.
TANGIBLE RESULTS
centers
6
Dedicated returns centers all over Europe
refund time
24h
The logistics processes ensure refunds for 90% of all returned items within 24 hours
Returned Items
9 out of 10
faulty items are resalable after returns process
Years
10+
Years of partnership
- Our Centre of Excellence for fashion returns establishes standards and trains teams to ensure processes consistency across Europe.
- Our high level of productivity enables us to quickly deliver items back to stock.
- We offer exceptional flexibility to ensure the success of each peak season.
- Our staff and engineering teams are committed to improving processes so that the returns network fully aligns with our customer requirements.
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