Club L London

Bespoke Refund Portal

July 2020


The Client

Club L London is the go-to online destination for the latest women’s fashion that has you looking and feeling at your best. Confidence and quality are the focus of its statement designs and iconic silhouettes, and Club L struts their stuff as accessible aspiration for the empowered woman.

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The Brief

The nature of fashion sometimes means that no matter how gorgeous the outfit is, there’ll be refunds. Club L London wanted to increase the efficiency of their refund process for their teams and customers, while also getting a better understanding of the quantities, reasons, and trends behind refunds.


The Solutions

Bespoke Refund Integration

Refunds were being handled by an external team and it was a slow, manual process. So, we built a custom functionality that would allow for a more automated refund process, saving time across all areas of the brand.

This functionality had allow for three variations of refund transaction:

  1. Acceptable refund – A faulty product or wrong size, for example.
  2. Combination of refund/no refund – Multiple products returned.  
  3. No refund – Returned in worse condition or outside of return date, in which case they were offered the choice of exchange and product disposal.

For all three possibilities, the process was automated and driven by the customer until the point that a team member needed to step in, such as to clarify which products could be returned in a multiple-item refund. 

In this way, refunds became more efficient and customers were self-sufficient, as the modern consumer expects to be. Plus, each step in their return journey triggered an email to notify them of the latest update, keeping customers informed and assured.

Analytics Dashboard

With so many refunds to keep track of, Club L London needed the ability to predict trends and plan ahead as business. We created an analytics dashboard where they could dig into the data and discover patterns in refunds based on seasons, dates, and reason for refund. With this data. Club L London has the insights they need to improve their ecommerce experience even further.


The Results

By building Club L London a bespoke automated refund process, we helped the brand become more efficient and created an analytics dashboard to look ahead.

This project has just launched, watch this space for some awesome results!

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