# TSB Living: refunds handled in one system instead of spreadsheets

Source: https://www.lucidmedia.co.nz/case-studies/tsb-living-refund-system/

\+ TSB Living

No more copying refund details between spreadsheet tabs by hand

![TSB Living: refunds handled in one system instead of spreadsheets case study](https://www.lucidmedia.co.nz/images/case-studies/tsb-living-refund-system.webp)

Client

TSB Living

Industry

E-commerce

Services

Web Development, Database Design, Process Automation

01

## 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 its own Shopify store. Its refunds and returns operation ran out of a shared Excel spreadsheet, with the customer service team copying order numbers, refund amounts, reasons, and approval status between tabs by hand.

As order volume grew, the team needed a single source of truth: safe simultaneous editing, a clear audit trail of who approved what, and reliable reporting on return rates by product and supplier. The goal was a purpose-built system that could keep pace with that volume and keep finance, customer service, and management working from the same data.

02

## Approach

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.

Pulled order data directly from Shopify via the Admin API so the team never re-keyed details across systems. Routed each refund request through a configurable approval workflow with role-based permissions, then triggered the Shopify refund via API once approved.

Added automated customer email notifications at each stage and a full audit log of every action. Surfaced return rates by SKU and supplier in a reporting dashboard for management.

> "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

03

## What we delivered

### Web Application

- Multi-user app
- Role-based access
- Approval workflow

### Database Design

- PostgreSQL schema
- Refund and chargeback data
- Full audit log

### Shopify Integration

- Admin API sync
- Automated refunds
- Order data pull

### Reporting and Comms

- SKU and supplier dashboard
- Customer email alerts

Built with

Node.js PostgreSQL Shopify Admin API

04

## Results

80%

Faster Processing

15hrs

Saved Weekly

## More work with TSB Living

Separate engagements, each with its own brief and its own results.

[TSB Living: a UGC video ad built end to end](https://www.lucidmedia.co.nz/case-studies/tsb-living-ugc/)

Scroll-stopping, native-feeling video content for TSB Living

[TSB Living: 298% organic traffic growth](https://www.lucidmedia.co.nz/case-studies/tsb-living-seo/)

Now competing for the same searches as Kmart and Briscoes

[Five tracking systems unified into one portal for TSB Living](https://www.lucidmedia.co.nz/case-studies/tsb-living-multi-carrier-tracking/)

Customers no longer need to guess which carrier has their order

## Explore more case studies

[View all case studies](https://www.lucidmedia.co.nz/case-studies/)

Real Estate

### [AT Realty: instant commission figures in front of vendors](https://www.lucidmedia.co.nz/case-studies/ray-white-commission-app/)

E-commerce

### [Five tracking systems unified into one portal for TSB Living](https://www.lucidmedia.co.nz/case-studies/tsb-living-multi-carrier-tracking/)

Technology

### [PlastiCard: a full rebuild with feature parity on iOS 26](https://www.lucidmedia.co.nz/case-studies/plasticard-app-upgrade/)

## Want results like this for your business?

No more copying refund details between spreadsheet tabs by hand. Tell us about your business and we will show you what we can do for you.

Free consultation & quote

Response within 24 hours

No obligation to proceed

[info@lucidmedia.co.nz](mailto:info@lucidmedia.co.nz) [+64 27 582 4369](tel:+64275824369)