Edblad
Supporting rapid growth with smarter returns
Bagaren & Kocken, a Nordic retailer for premium kitchenware, operates in Sweden, Norway, Finland, and Denmark. Their first priority when looking for a new returns solution was clear: make it easier and faster for customer service to handle returns — without the manual detective work.
They found that and more. Since implementing Inretrn, they have scaled their returns handling in pace with business growth — from 200 million SEK to 1 billion SEK in turnover — without adding the same proportional headcount or complexity.
Before Inretrn, Bagaren & Kocken managed returns manually in ERP Navision. Customers emailed customer service to request a return, freight labels were created by hand, and reason codes were noted informally during conversations. There were no images attached to cases, and no clear overview of how many returns were on their way in.
The result?
Detective work at every step, unreliable statistics, inventory discrepancies, and heavy workloads — especially during seasonal peaks. Processing a return ticket took 6 minutes, advanced refunding took 3.5 minutes, and the repair flow was entirely manual.
Before, every step was detective work. Now it’s scan, confirm, place on the pallet – all in under a minute.
Petter Skoglund, Customer Service Lead, Bagaren & Kocken
One platform – more capacity, less stress
After evaluating several solutions, Bagaren & Kocken chose Inretrn for its ability to provide better oversight, optimize processes, and reduce manual work.
Today, they handle their returns are through one central platform with:
- Structured reason codes and automatic customer communication
- Ticket-based handling replacing ERP comments and emails
- Automated advanced refunding and repair flows
- Real-time collaboration between customer service and warehouse teams
- Bulk return handling for Norway
The impact was immediate:
- One person can handle 50–150 returns per day, with 2–3 people during peak season — without backlog
- Clearer processes, smoother dialogue, fewer bottlenecks
- Return tickets now take 1 minute to process (down from 6 minutes)
- Advanced refunding takes 30 seconds (down from 3.5 minutes)
Results beyond the warehouse
By giving customer service the streamlined return flow they needed, Bagaren & Kocken unlocked efficiency across the entire business.
Returns now support — rather than slow down — their growth.
Customer service works under less pressure, the warehouse operates more efficiently, and the old “we vs. them” feeling between teams has been replaced with a one service team mindset.
What’s next?
Bagaren & Kocken plans to continue developing their return handling with Inretrn — from adding QR-code functionality and integrating spare parts handling directly with ERP, to exploring best-practice insights that unlock even more value from their data.
And they don’t keep it to themselves — they warmly recommend Inretrn to others.
