Optimizing the Customer Journey: How Badesofa Strengthens Customer Loyalty through Automated Returns and Data Insights

Badesofa has established itself as a pioneer in the Home & Living segment with its high-quality bathtub cushions. For a premium brand, the shopping experience doesn't end at the checkout. The company’s goal is to provide an excellent customer journey across all touchpoints. Since choosing the right size is crucial for the comfort of their ergonomic cushions, exchanges and returns are a natural part of the business. Managing these processes smoothly is essential for maintaining customer satisfaction and brand reputation.

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The Challenge: Manual Returns as a Bottleneck for Scaling Before partnering with toern, Badesofa’s return handling was a labor-intensive, manual process. Each return required multiple time-consuming steps, which became a massive operational burden during peak seasons. As a brand that thrives on customer experience and word-of-mouth, Badesofa needed to ensure that returns never became a source of frustration. The objective was to replace manual tasks with a professional, digital workflow that makes even a size-related exchange a positive experience for the customer.

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The Solution: Seamless Zendesk Implementation and Automation via the toern Portal In Autumn 2025, Badesofa digitized its entire returns process by implementing toern. The user-friendly toern portal allows customers to register their returns intuitively, drastically reducing the team's workload regarding label creation and elevating the customer experience. A key factor in saving time was the Zendesk integration, which ensures all return tickets flow directly into the existing support system. Furthermore, a dedicated API connection to their logistics partner, Ontaro, enables seamless data synchronization. toern acts as the central hub between the brand and its fulfillment provider, eliminating coordination overhead and providing full transparency.

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“Having all return information—such as tracking status, reasons for return, and refunds—in a single tool is a total game-changer. By eliminating the manual steps of our previous process, we save a significant amount of time with toern." – Senior Manager Sales & Services, Badesofa

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The Results: Over 8% Revenue Retention and Actionable Insights Since the transition, returns management has evolved from an administrative burden into a strategic driver for profitable growth. A major success is the measurable revenue retention: by proactively offering vouchers and exchange options, Badesofa now retains over 8% of revenue that would otherwise have been lost to refunds.

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“We are thrilled to see not only time savings and higher satisfaction but also measurable financial success directly in our dashboard." – E-Commerce Manager, Badesofa

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Beyond the numbers, Badesofa now leverages customer feedback collected via text, images, or voice memos in the toern dashboard. These insights provide deep "insider knowledge" about return reasons and customer needs that was previously unavailable. This data helps the e-commerce and product development teams make informed decisions and strengthens long-term customer loyalty.

For Badesofa, the automated process powered by toern is more than just a technical upgrade—it is the foundation for profitable growth and uncompromising customer centricity.

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