Since implementing Inretrn, Swedish jewellery brand Edblad has significantly improved its return operations. With a fully digital flow, fewer manual steps and smarter ways of handling claims and cross-border returns, Edblad has tripled the number of returns it handles – using the same number of people.

Supporting efficient growth across channels

Edblad is a fast-growing jewellery brand with ten physical stores in Sweden, a global e-commerce business, and wholesale operations across both domestic and export markets. Today, e-commerce is their largest sales channel – and growing steadily.

Returns are an important part of the customer experience, even in the jewellery industry. Where return rates are relatively low (around 10%, mostly related to ring sizing). As volumes increased, Edblad identified the need for a more scalable and efficient return process.

“Our previous workflow wasn’t sustainable. It involved up to 11 manual steps across different systems — just to process a single return,”
 – Amanda Samuelsson, Logistics and Customer Service Manager at Edblad.

Inretrn was implemented in 2023, replacing the old manual flow with a fully digital platform for both the warehouse and customer service teams. The change led to a 200% increase in return handling capacity and a 67% reduction in time spent per return.

One platform – fewer steps, faster handling

With Inretrn, Edblad’s return flow is fully digital, from customer-facing returns to backend operations:

• The warehouse switched from manual processing to digital scanning, eliminating the need to manually check emails, print labels or update systems one-by-one.
• Customer service handles everything in one place, from returns and claims to re-conversions, using Inretrn’s built-in ticket view. Instead of switching between ERP, email and spreadsheets, the team now works in a single interface with full case history.
• Customers use a digital return portal with clear guidance, fewer errors and no paperwork. The result? Fewer support tickets, reduced back-and-forth, and a smoother customer journey from start to finish.

“We haven’t reduced our return rate — but we’ve completely changed how we manage returns. And that makes all the difference.” – Amanda Samuelsson, Logistics and Customer Service Manager at Edblad

Smarter claims, happier customers

Another major improvement was in the area of claims. Previously, Edblad accepted all returns — even for minor or obvious issues. Now, with Inretrn, they can gatekeep claims before anything is sent back.

Customers upload photos and descriptions digitally, allowing customer service to proactively decide if a refund, replacement, or discount solves the issue.

This shift has reduced unnecessary transport, saved time, cut costs, and minimised the environmental footprint — while giving customers a faster, smoother experience.

Bulk returns enable profitable growth in Norway

As Edblad’s business in Norway grew, the existing return process became increasingly inefficient. To solve this, the team worked with Inretrn to enable bulk returns.

Instead of shipping one return per customer, all returns from Norway are now consolidated and shipped twice a month from a local logistics hub in Oslo.

Results

Since going live with Inretrn, Edblad has:

• Tripled return handling capacity
  
• Reduced processing time per return by 67%
  
• Reduced manual steps per return from 11 to 2
  
• Maintained headcount despite +20% order growth in 2023 and +13% in 2024
  
• Minimised unnecessary returns through smarter claims handling
  
• Streamlined cross-border returns with bulk handling
  
• Improved customer satisfaction with a faster, paperless, digital return experience
  

Inretrn was implemented in around three months and integrates with Edblad’s ERP. 

What’s next?

Edblad is now exploring in-store returns (BORIS) as the next step in their omnichannel strategy. They’re also interested in using return insights to better understand customer behaviour and improve loyalty.

“We know there’s value in the data we already have. Our goal is to use it to build even stronger relationships with our customers.”