Returns as a growth driver: How VIDAR SPORT found a game changer with toern

Why retailers should ask more questions – our customers explain.

Returns are one of the biggest headaches in e-commerce: costly, time-consuming, and CO₂-intensive. But what if returns weren’t a loss-making process anymore, but a driver of growth? This is exactly where the Hamburg-based startup toern comes in, showing with customers like VIDAR Sport how real opportunities can arise from a challenge.

“Returns are annoying, toern makes the best of them”

sums up Rouven Kneipp, founder of VIDAR Sport. Together with toern, he transitioned from a manual patchwork process to a smart, fully automated returns workflow – reducing costs while discovering new revenue opportunities.

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The challenge: Returns as a burden

VIDAR Sport is a fashion label producing sportswear from alternative materials such as wood and algae fibers. Like many fashion brands, returns are a major issue: high rates, high effort.

Rouven explains:

“We’re in fashion, and return rates quickly reach 40 to 50%. Even if we are slightly below that, the volume is huge. For us, it’s always a liquidity issue, a process issue, and a lot of operational effort.”

Previously, returns had to be registered via email, labels created manually in the DHL portal, and refunds processed in Shopify. "We worked manually for a long time. It was very fragmented, frustrating for both customers and internally," Rouven recalls.

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The solution: Smart returns with toern

With toern, the entire process has been digitally streamlined and automated. Customers register their return via an intuitive portal, choose between an exchange or gift card, and automatically receive their label. The process runs seamlessly in the background, all the way through logistics. Rouven was particularly impressed by the user insights feature:

“Customers tell us via voice message or text why something didn’t fit. This is incredibly valuable for product development. We can even adjust fabrics or rethink styles before placing a new order.”

He also praised the onboarding experience:

"Very relaxed. You were very well prepared, provided video tutorials, and were always available. It really worked out. Big kudos to you and your team."

The results: Measurable impact

• +20% retention in just one month: The exchange and gift card features help VIDAR Sport retain customers and liquidity that would otherwise have been lost.‍
• Reduced support effort: No more manual labels, no back-and-forth emails.‍
• Improved product development: Feedback from voice messages and texts flows directly into design and material selection.

“The exchange feature is extremely important in the textile sector, because first-time buyers in particular are often concerned with sizes. And the gift card function ensures we don't lose customers. A real game changer for us. ”

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Returns as part of the customer journey

Rouven points out:

“Returns used to be just a costly and tedious process for me. Now I see them as an extended part of the customer journey. Understanding it this way allows you to gain a lot of valuable data and insights.”

This shift in mindset means returns are no longer a headache for VIDAR Sport – they’re a source of growth and customer loyalty. The takeaway: With toern, returns transform from a burden into a strategic touchpoint. Retailers like VIDAR Sport demonstrate: the more you ask, the better the insights, and data can be turned into revenue.

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