ReBound & Good Sign: Creating a New, Efficient Retail Returns Billing Infrastructure

Efficient returns management is a critical component for success in eCommerce. As consumers increasingly expect seamless return processes, businesses must adapt to meet these demands. ReBound, a leader in returns logistics recognized the need to enhance their billing and pricing strategies to keep pace with their growth. By partnering with Good Sign, ReBound transformed its operations, achieving unprecedented clarity and efficiency in its billing processes.

The retail business has undergone a significant transformation since the rise of e-commerce. Popularized by giants like Amazon, e-commerce has become an essential practice even for niche arts and crafts sellers, enabling them to reach customers worldwide from their homes. However, with global e-commerce comes increased consumer pressure to accommodate merchandise returns. After all, being 100% certain of a purchase only comes after opening the package.

The rate of retail returns is as high as 16.5% in the US, costing retailers over $816 billion in 2022. Therefore, an efficient and cost-effective returns process is crucial, which is precisely what ReBound has diligently developed.

“We organize the entire complex scenery around logistics and warehouse processes to get returns logistics done,” explains Peter van Loenen, Finance Director at ReBound.

ReBound’s offering assists in all stages, from return initiation via a user-friendly portal, local shipping, processing of returns, and last-mile delivery to where the retailer needs the processed returns to go.

Navigating the Complexities of a Growing Portfolio

ReBound faced increasing complexity: their product portfolio was growing, requiring different pricing strategies while expanding into new markets. Their existing systems were largely based on spreadsheets and manual work. With various logistics components, warehousing needs, and multiple IT and e-commerce integrations, it was clear that ReBound needed a solution to streamline these processes.

“It is important we can bill and price our products in line with our pricing strategy,” van Loenen says. “So we needed a tool and solution in place that helped to standardize the billing and price around all of that.”

The timing was as good as it gets: as ReBound considered expanding its pricing strategies, they could take advantage of Good Sign’s flexible pricing capabilities right away.

Enhancing Clarity and Efficiency with Good Sign

Good Sign’s platform has brought newfound clarity to ReBound’s billing and customer experience. The partnership opened the chance for ReBound to eliminate redundant middleware in their billing and reporting processes, along with manual labor involving spreadsheets, and drive all relevant data through one platform. 

“With a simplified billing process, we can spend more time to support the business from a finance perspective rather than putting in lots of manual effort and time in things that can be automated,” van Loenen says.

What also helped the process was a good understanding of what ReBound needs to bill and based on what data. Good Sign’s product was able to afford them all the flexibility needed to create the invoicing process to include all nuances and exceptions different products might need.

“Find a solution that facilitates that all the way through to the customer,” van Loenen recommends businesses do. “That will really drive your customer experience both externally and internally.”

Successful Implementation and Continued Support

Finding the right solution is one thing, and finding the right team to help you implement it is another added value altogether. 

“We’ve been able to configure the tool in a relatively short period of time and we’re really looking back at a successful implementation of Good Sign on those products,” van Loenen says.

ReBound’s team has appreciated Good Sign’s dedication to understanding the end goal and working towards it together. Even after the implementation, Good Sign’s team has been present to guide the utilization of the platform and working to uncover further advantages for ReBound.

“We are really happy with Good Sign and the way we work together on making revenue billing for Rebound a seamless and good experience for everyone,” van Loenen summarizes.

Read more about Good Sign's work with Rebound here.