The team handled every return. Now they handle what matters

Reduce costs and waiting times in your returns process

Singularu, a leading company in the jewellery sector, decided to automate its returns process and give greater autonomy to its customers.

Eduardo Ferrandiz, VP of Operations at Singularu, explains how using a solution like Reveni has allowed the company to improve its customer experience and optimise the day-to-day work of its Customer Service team.

“For us, selling is just as important as caring for the people who have any problem or question, which is why customer service sits at the center of our strategy.” Eduardo Ferrandiz, VP of Operations, Singularu

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The challenge

Singularu has always put the customer first. They opened many channels (email, WhatsApp, phone, web chat) to support customers well, but the operational side of returns stayed manual. Resolving each case meant talking to the customer. That slowed the process down and pushed costs up.

“To resolve the cases related to returns and exchanges, it was essential that we spoke with the customers.” Eduardo Ferrandiz, VP of Operations, Singularu

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What changed

With Reveni, returns became automated and self-service. The customer resolves her own return with immediacy and autonomy, and gets her money back fast. The Customer Service team is freed from manual work to focus on what adds value, and the workload and cost of these cases go down.

“For Singularu, having a solution like Reveni is an essential help thanks to the autonomy the customer can enjoy.”Eduardo Ferrandiz, VP of Operations, Singularu

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Looking ahead

Singularu is a brand that bets on innovation. The integration with Reveni was simple (they work with Shopify), and they regularly share product improvements that also benefit other brands. Their bet: keep innovating together on returns automation.

“At Singularu we're not afraid to say we like trying different tools that help us give our customers a better experience and improve the company's day-to-day running.” Eduardo Ferrandiz, VP of Operations, Singularu

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Takeaway

For Singularu, activating Reveni was a clear win, backed by customer feedback and by the brand's own operation. Automating returns is essential today, and Singularu tackles it by innovating alongside Reveni.

“Without a doubt, activating Reveni at Singularu was a great decision, both for the customers' feedback and for the brand itself and its operation.” Eduardo Ferrandiz, VP of Operations, Singularu

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