Handling returns smoothly: How SYNCSON brings structure and focus to everyday life with toern

SYNCSON is a curated online shop for high-quality, aesthetically pleasing products for children and families. Founded by Anna, the brand stands for conscious consumption, quality, and design – and for the goal of making family life not more complicated, but easier. Every product in the assortment is carefully selected and meant to bring long-term joy.

"What drives me is making everyday family life more beautiful, easier, and mindful – with products we truly stand behind."

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The challenge: High effort, little structure

Returns are part of everyday life in online retail for children’s fashion. For SYNCSON, the biggest burden wasn’t the return itself, but the process behind it. Lots of manual work, endless email back-and-forth with customers, and a lack of standardization cost time, energy, and focus.

"The high manual effort around returns repeatedly took away valuable time and concentration from me."

The return process was fragmented: information had to be checked manually, questions answered individually, and decisions made without clear system logic – an experience that was suboptimal for both customers and the team.

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The solution: A clear, intuitive return process with toern‍

With toern, SYNCSON completely redesigned the return process. The goal was a simple, intuitive solution that works both for customers and internally, with more transparency, automation, and clear workflows.

Today, customers are guided through the return process in a structured way and are presented with direct alternatives such as exchanges or vouchers. For the team, this means fewer manual interventions, fewer follow-up questions, and much more clarity.

"toern feels thoughtful and practical – exactly what we were looking for."

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The results: Less support work, more Focus on the brand‍

Since implementing toern, the difference in daily operations is clearly noticeable. Support workload has decreased, processes are clearer, and the entire return handling runs more smoothly, both internally and externally. Exchange and voucher options also help maintain revenue and customer loyalty even after a return.

Returns are no longer just a cost factor for SYNCSON, but a consciously designed part of the customer journey.

"toern finally makes returns a structured, fair, and smart part of our shop."

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