How Scuderi Store handles 268 returns a quarter without approving one by hand
Scuderi Store sells fashion from brands like PINKO, K-Way, Barbour and Lacoste, online and from two stores outside Rome. In apparel, returns are part of the job. Three ShippyPro return rules now decide, approve and label every request that comes in, and the customer gets the label without anyone opening a dashboard.
Two shops outside Rome, one catalogue, five markets
Scuderi Store is the online arm of Scuderi, a fashion retailer in Guidonia Montecelio, just outside Rome. Alongside two physical stores, the team runs a Shopify catalogue covering womenswear, menswear and kidswear, shoes, bags and accessories, from Tommy Hilfiger to Emporio Armani and Liu Jo, by way of GUESS and Calvin Klein. In the last 90 days, orders went to five markets: Italy, Germany, France, Luxembourg and Belgium.
Apparel is a returns category and always will be. Sizes run differently between brands, a fit looks different at home, and customers order accordingly. Over the last 90 days Scuderi Store shipped 3,859 orders and took 268 of them back, a 6.94% return incidence covering €25,122.83 of goods. Most of those requests are not complaints: 41.04% are size or model swaps from customers who want the same piece in a different fit.
Handled by hand, each one means reading the request, checking it against the returns policy, deciding who pays, picking a return carrier, booking a label and getting it to the customer. Scuderi Store put that whole sequence into ShippyPro's return rules instead, one rule per return reason, so the decision and the label happen the moment the request lands.
"Returns have moved out of our hands and into the customer’s: simple, self-service and integrated."
Every return request decided the moment it arrives
Three rules cover every reason on the Scuderi Store return form. Each one runs the same checks (requested within 15 days, order value between 0 and 1,000 EUR, shipped to Italy), approves the request automatically, charges the return leg to Scuderi, and sends the return label straight to the customer.
Refund with a €5.90 deduction, size or model swap, or a coupon to spend on the site. Each reason has its own rule, and each rule approves the request on the spot rather than queueing it for someone to read.
The return carrier and service are set in the rules, not chosen order by order. The customer receives the label and the return instructions by email as soon as the request is approved, with no booking step in between.
Four templates cover the return flow (Return Received, Reject, Vendor Charged, Customer Charged), each editable by language, marketplace and carrier. Scuderi Store’s carries their logo, sender name and their own title text instead of the default.
Three rules doing the work of a returns desk
Refunds account for 51.87% of requests, size and model swaps for 41.04%, and site coupons for 7.09%. Every one of them landed inside a rule, so nothing sat in a queue waiting for a decision.
A straight refund carries a €5.90 deduction, matching the standard Italian delivery fee. A size swap or a site coupon costs the customer nothing. The policy is applied by the rule itself rather than checked by a person, and 48.13% of requests took one of the two free routes.
Return emails are editable per language, marketplace and carrier, so a Shopify order shipped with GLS Italy can read differently from the rest. Scuderi Store set their own logo, sender name and title on theirs.
