Re-turnz

A reverse logistics solution that solves the problem for ecommerce shoppers who have to return online purchases to postal stores, reducing their time spent returning packages from 3.5 hours to less than 15 minutes.

Business opportunity

The delivery supply chain from manufacturers and distributors to end users works perfectly. But although around 30 percent of goods bought online are returned, the market still lacks an efficient solution for ecommerce shoppers to return their online purchases. Shipping companies and retailers are focused on outbound shipping and shift the burden of "first-mile" labor from the reverse logistics chain to the consumer.

Project summary

Re-turnz reached out to us to develop a mobile solution for reverse supply chain logistics. Using this solution, customers would be able to request a pickup of returns right from their homes or a designated location of their choice. The solution doesn't require customers to be present with the package (unlike major shipping companies like UPS, FedEx, and USPS do).


We had to build a multi-step solution for returning goods to ecommerce business to free the consumer from the chore of returning packages themselves. And we managed to accomplish the task.

Collaboration in numbers

Team size
  • 12 people
Client’s location
  • San Antonio, Texas
Budget
  • $50,000 to $199,999
Period of engagement
  • October 2018 – April 2019
Team size
  • 12 people
Client’s location
  • San Antonio, Texas
Services
  • Project management
  • Business analysis
  • Quality assurance
hidden
  • Mobile app development
  • Backend development
  • UI/UX design

Technologies

iOS

  • Fabric
  • Google Maps
  • Swinject
  • Facebook Analytics
  • SwiftGen
  • KeychainAccess
  • RxSwift
  • DBClient (CoreData)
  • Starscream WebSockets
  • YALAPIClient (Alamofire)
  • AccountKit
  • Stripe
  • SwiftLint

Backend

  • Puma
  • Nginx
  • Facebook Account Kit
  • Action Cable
  • rpush
  • sidekiq
  • Amazon SES
  • PostgreSQL
  • Dokku
  • Active Admin
  • rSwag
  • Amazon S3 Bucket
  • Swagger API
  • Ruby
  • Rails
  • PostGIS
  • Redis

Android

  • Kotlin
  • Realm
  • REST
  • Retrofit
  • WebSockets
  • ActionCable
  • RxJava2
  • Crashlytics

Efficient UX for drivers who are on the go and need to pick up orders quickly

Re-turnz works with independent contractor drivers. To take orders behind the wheel, they need an intuitive and easy-to-use system that allows them to respond quickly. Our task was to create a UX tailored to taking orders on the go.

We created a clear layout that helps drivers find suitable orders and manage the delivery process. To achieve that, we built a map/list switcher where orders are represented as colorful boxes on the map. Boxes inform of the size of the order, the number of packages, and the delivery service provider (UPS, USPS, or FedEx).

Two-click flow to order a return

We needed to create a multi-step flow for returns and provide full visibility for customers. We also had to minimize the number of steps users need to perform.

  • When a customer creates their first return, the app remembers the delivery service provider, customer address, credit card, and note for the driver. So it takes only a few seconds and several taps to create a new return the next time.
  • Users no longer need to search for drop-off locations. The app suggests a list of offices that accept packages.

Visibility

It’s essential for customers and admins to know where products are at any point in the supply chain. This was another capability we needed to add to our technical solution.

  • We designed a timeline that displays the current delivery status. A customer can see a driver’s name and profile picture. A customer can also call a driver. When a driver has picked up a package, the customer sees a picture of the package taken by the driver. When the package is delivered, the customer sees a picture of the waybill.
  • The customer home screen provides access to all active and completed returns. If something is wrong with an active return, calm colors turn into bright orange, encouraging the user to take some action.
  • We designed a timeline that displays the current delivery status. A customer can see a driver’s name and profile picture. A customer can also call a driver. When a driver has picked up a package, the customer sees a picture of the package taken by the driver. When the package is delivered, the customer sees a picture of the waybill.
  • The customer home screen provides access to all active and completed returns. If something is wrong with an active return, calm colors turn into bright orange, encouraging the user to take some action.

Anti-fraud system

We needed to eliminate the threat of fraud from disreputable package carriers. To avoid the possibility of a random person leaving with a customer’s parcel in an unknown direction, we took the following steps:

  • Drivers’ documents and backgrounds are checked by an admin and the Stripe payment system.
  • All pending orders are displayed only to drivers who are confirmed for the day’s shift.
  • The app also provides additional driver verification by means of Checkr (a tool for driver background checks).
  • A parcel is considered delivered only if it’s brought to the specified courier service selected by the customer. This means a driver can’t mark a task as done at the wrong post office or at any other location.

Results

We created a mobile solution that manages all the hassle related to returning packages by UPS, USPS, and FedEx. This solution reduces the time spent by customers on returning goods from up to 3.5 hours to 15 minutes. We managed to build an easy user flow, allowing customers not only to make an order with a few clicks but also to track the order’s status.

“We did finish below budget, and they delivered the finished product ahead of schedule. We learned a lot, and they helped us bridge the gap as we built this first-in-market app.”

T Brandon La Lanne
Co-founder, CTO - Re-turnz, Inc.

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