Shopify: product SKU, customer name, #s of orders placed
Gorgias: ticket tags, support text
Loop: return reason, return cost, replacement cost
By pulling all the support cases for this new version, you can see that the new version had significantly reduced return requests in the last six months compared to the original product and an equivalent time frame. Wanting to quantify the cost savings of this change, you turn to the ROI calculator. You plug in the cost drivers of the returns process, such as origination shipping costs, return shipping costs, processing, and the total amount of returns. You find that the reduction in support requests saved the company $85k in that period. Proving to the rest of the organization that this initiative can quantifiably save money, you start a new project to identify other high-volume, high-issue products that need a revamp to reduce customer returns.