Returns at Stampe lived in a spreadsheet: someone copied the order in, booked a label manually, and hoped the warehouse noticed when the parcel arrived. With Nexly, PostNord labels for Denmark, Bring for Norway and DPD for the rest of the EU are issued automatically based on per-country rules, and every return and exchange is grouped by order in one console. The warehouse preps restocking before the parcel lands, and EU withdrawal-compliant cancellations are handled with the click customers expect.
The starting point: a spreadsheet as the system of record
Stampe Denmark makes a large share of its catalogue to order, which means returns are rarer but heavier: higher value, more questions and a warehouse that needs to know exactly what is coming back before it arrives. The old process was a shared spreadsheet. Someone copied in the order number, booked a label in the carrier portal, pasted the tracking number into a cell, and told the warehouse in a message that was easy to miss.
Nothing about it was broken on a quiet week. On a busy week, rows went stale, two people booked the same label, and parcels arrived that nobody had prepared for. Time-to-label averaged about two days, and the customer had no way to see where their case stood.
Per-country carrier rules
Stampe ships across the Nordics and the rest of the EU, and the right carrier depends on where the parcel starts. In Nexly they set rules per country: PostNord for Denmark, Bring for Norway, DPD for the rest of the EU, each pointing at its own Shipmondo template. The customer never sees a carrier choice — they see a label that already matches the correct route.
For countries where a free return label is not offered, the portal shows written return instructions, the warehouse address and the reference to include in the parcel, and lets the customer submit their own tracking number. Those cases stay logged in the same queue instead of disappearing into an inbox.
One console, grouped by order
Every return, exchange and cancellation is grouped by the Shopify order it belongs to, so the team sees the full picture rather than isolated tickets. The warehouse can prepare restocking before the parcel lands, and outbound exchange labels are generated from the same screen, with the exchange fulfilled back on the Shopify order and tracking sent to the customer.
EU right-of-withdrawal cancellations are handled with a single button. If the order is unfulfilled, Nexly cancels it in Shopify and restocks it; if only part of it should go, unfulfilled line items are removed through Shopify order editing and the outcome is logged.
Where the time went
The illustrative figures above point at the same place: time-to-label dropped from about two days to same-day, average resolution from eleven days to six, and roughly €9k a year of exchange revenue stayed in the business rather than leaving as refunds. Roughly a full working day a week came off the team's plate.
The less measurable change is trust. When the queue is the system of record instead of a spreadsheet, nobody has to ask whether a return was handled.
“Before Nexly we shipped a return label manually and tracked it in a spreadsheet. Now the warehouse knows what's coming back before it arrives. It's taken a whole workday a week off our plate and the team finally trusts the process.”
Illustrative figures based on typical Shopify + 3PL setups. Real results vary by store, season and category.
