Bespoke Returns Portal

Simplifying customer service with a guided, self-service returns experience.

Our Work

Project Type

Returns UX

Services

Build

Sector

Parenting

B2C

Platform

Adobe Commerce

Tech Stack

Hermes (Evri) API, Custom Frontend

The Challenge

Returns were a frequent source of customer friction. The old process involved multiple clicks, unclear instructions, and too much manual intervention from the support team. For new parents already under pressure, this just added more stress.

Our Approach

We created a custom Returns Portal with Hermes (Evri) integration, allowing customers to trigger returns and generate QR codes in seconds. Every step was designed and user-tested to ensure clarity, ease, and confidence.

The Results

- Drastically reduced returns-related support tickets - QR code returns available instantly - Positive feedback from mobile-first users

Our Clients

© 2025 Gene Commerce Ltd | 20 Middle Street, Brighton, BN1 1AL

© 2025 Gene Commerce Ltd
20 Middle Street, Brighton, BN1 1AL