Trusted Returns, a provider of return and after-sales service solutions for e-commerce, and the leading sportswear brand OCEANSAPART have been working together since May 2023 and are now drawing an initial balance after six months. Particularly during peak times, such as Black November and the pre-Christmas period, the well-structured return process is noticeable. Trusted Returns developed a service portal for OCEANSAPART and, as a Software-as-a-Service company, ensured that the final implemented product is precisely tailored to the company's requirements and the needs of its end customers.

Before collaborating with Trusted Returns, the goods return process was a challenge for OCEANSAPART from both the customer and company sides. The previous process was too complex and opaque in cross-border cases. However, it was crucial that improvements did not force compromises in existing business processes. Trusted Returns was the only provider that could implement this.

With the introduction of the platform developed by Trusted Returns, a uniform return and complaint process was implemented across Europe, satisfying OCEANSAPART's customers and noticeably simplifying internal workflows. Digital return documents, including shipping labels available on the sportswear brand's website, significantly streamline the return process. Customers neither need to label the return themselves nor purchase the shipping label from logistics providers. Thus, everything comes from a single source, and additionally, this model allows better terms for shipping and return to be passed on to customers.

OCEANSAPART was surprised that Trusted Returns' solution could look so uncomplicated for the end customer, while simultaneously integrating complex processes, different customs regulations, currencies, and languages behind the scenes. Additionally, Trusted Returns' solution offers data collection possibilities that were previously not available at OCEANSAPART. Prospectively, the newly gained data can provide important insights for data-based decisions, which are forward-looking for various business areas.

After six months of practical experience, the benefits are clear: In Poland, OCEANSAPART has seen an improvement in the Net Promoter Score (NPS) of more than 10 points since May this year. A significant increase in NPS was also observed in other markets. Additionally, this development is stable, as the improvements of several points have maintained their level to date.

But not only the increased customer satisfaction and referral rate indicate that the integration of Trusted Returns' solution is successful. Christian Körner, Head of Logistics at OCEANSAPART: “The response from our community was extremely pleasing; the positive reviews and comments on Trustpilot, for example, are clearly visible. Before the introduction, the word 'return' was always negatively connoted, and after the introduction, the simplicity of the process was positively mentioned, thus rounding off the complete customer journey very well.”

Artjom Bruch, CEO of Trusted Returns, adds: “We are delighted with the successful collaboration with OCEANSAPART, an outstanding sportswear brand with a large and communicative community. Together, we have implemented a return management solution that not only increases efficiency but also improves the customer experience. Providing measurable added value, such as improvements in our partners' KPIs after introducing our platform, as well as the positive feedback from end customers, confirms our vision of breaking the status quo in return management.”

About Trusted Returns

Trusted Returns is the IT platform for return and after-sales services in e-commerce and for national and international trade. The focus is on improving the consumer experience, minimizing costs, and increasing the retailer's revenue. Within an ecosystem consisting of consumers, retailers, carriers, platform providers, and service providers, both all business processes of return management and the utilization of the resulting data are brought into focus in a digital process.

The company is based in Leverkusen. The team around founder and CEO Artjom Bruch pursues the vision: better returns, more revenue.

About OCEANSAPART

At OCEANSAPART, activewear is designed to be fashionable, comfortable, and feminine. The brand's story began in 2017. In a short time, OCEANSAPART has established itself as a fast-growing and innovative activewear brand. The international team works from the headquarters in the heart of Berlin. OCEANSAPART is currently active in four major European markets. Besides Germany, the company celebrates success in France, Italy, and Poland.

The activewear collection is aimed at women who lead an active and healthy lifestyle. The products are available in various fits, colors, and fabrics. Instead of being performance-oriented, they are stylish, functional, and suitable for any activity.

OCEANSAPART believes that activewear should give confidence and strength. The products should inspire people to embrace their uniqueness - in the sense of enjoying the moment, experiencing new things, and living life to the fullest. OCEANSAPART has a mission: to help people worldwide feel comfortable and confident in their skin.

Be who you are: Authentic. Brave. Unique. Real. OCEANSAPART - We are one.