Custom Refund & Returns Management System
Replacing spreadsheets with smart automation
80%
Faster Processing
100%
Data Accuracy
15hrs
Saved Weekly
The Challenge
TSB Living is one of New Zealand's largest online furniture and homewares retailers, processing thousands of orders a week across multiple marketplaces and their own Shopify store.
Their refunds and returns operation was running entirely out of a shared Excel spreadsheet, with the customer service team copying order numbers, refund amounts, reasons, and approval status between tabs by hand. The file was corrupting regularly, two people could not edit safely at the same time, and there was no audit trail of who approved what.
As order volume grew, refunds were being missed, duplicated, or processed against the wrong orders, and management had no reliable reporting on return rates by product or supplier.
Our Solution
We built a multi-user web application on a Node.
js and PostgreSQL stack with a normalised relational schema covering orders, refund requests, approvals, and supplier chargebacks. The system pulls order data directly from Shopify via the Admin API, routes each refund request through a configurable approval workflow with role-based permissions, and triggers the actual Shopify refund via API once approved so finance never touches two systems.
We added automated email notifications to customers at each stage, a dashboard showing return rates by SKU and supplier, and a full audit log of every action. The team now processes refunds 80 percent faster with complete data accuracy and roughly 15 hours saved each week.
Our Development Process
A proven methodology that delivered results
Requirements Analysis
We mapped out your business requirements and technical needs, defining clear specifications for the solution.
Architecture & Planning
We designed a scalable solution architecture, selecting the right technologies and frameworks for your needs.
Development & Testing
We built using modern frameworks with comprehensive testing to ensure reliability and maintainability.
Deployment & Support
We deployed with zero downtime and provided ongoing support to ensure smooth operation.
Our Automation Process
The step-by-step approach behind the outcomes
Process Mapping
We mapped your existing workflows to identify automation opportunities and inefficiencies to eliminate.
Integration Design
We designed seamless integrations between your tools and systems, ensuring data flows correctly.
Implementation
We built and tested automated workflows, ensuring reliability and handling edge cases gracefully.
Monitoring & Maintenance
We set up monitoring to ensure reliability and provide ongoing maintenance to keep systems running smoothly.
The Results
Here's what we achieved for Custom Refund & Returns Management System
80%
Faster Processing
100%
Data Accuracy
15hrs
Saved Weekly
"Jason has been awesome in the work he has done for us - he is fast, very responsive and professional. Would highly recommend!"
Joel D'leema
Director, TSB Living
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