Home goods retailer Nest & Knoll faced a challenge common to scaling Shopify brands: growth outpaced their processes. Processing 400 returns monthly meant their ops manager, Sam Torres, spent nearly half his week categorizing returns and writing reports for leadership.
"The data was there—it just wasn't usable," Torres said. "By the time I identified a supplier defect from returns, we'd already shipped two more batches."
ReturnSense integrated directly with Nest & Knoll's Shopify workflow, automatically classifying incoming returns and flagging anomalies. Within six weeks, the system caught a pattern of packaging failures causing damage during transit—a finding that would have taken months to emerge from manual review.
The fix: a $0.18 per-unit upgrade to double-wall corrugated boxes. Return rate on affected SKUs dropped from 4.2% to 1.8%. Torres now uses the reclaimed 12 hours weekly on supplier relationship management and new product research.