How Zelesta streamlined warranty handling and processed claims 12x faster

Zelesta is a fast-growing webshop in the bedding industry, specializing in washable duvets that combine the duvet and cover into one product. With this concept, the brand addresses a common frustration in daily use: changing and making the bed.

The company has been active for around five years and has expanded rapidly across Europe. Its focus is on ease of use, product quality, and a consistent customer experience, including after purchase.

As the business scaled, pressure on operational processes increased—particularly within returns and warranty handling.

Tech setup: Monta, Shopify, Klaviyo, ChatArmin

Situation:
Zelesta is growing quickly and handling an increasing number of returns and warranty requests.

Challenge:
Handling via email led to back-and-forth communication, incomplete information, and increasing workload.

Strategic adjustment:
Implementation of a standardized warranty flow through a centralized portal where all required information is collected upfront.

Result:

• 12x faster handling of warranty requests
• More consistent customer communication and decision-making
• Better insight into product issues through structured return data
• Ability to offer solutions such as replacement, store credit, or refund within the same flow

Key insight:
Collecting the right information upfront prevents delays and makes the process scalable.

Manual handling caused delays and fragmentation

Previously, the warranty process was largely handled via email. Customers would report an issue, after which the team needed to follow up with additional questions about damage, usage, and circumstances.

This resulted in a slow process requiring multiple touchpoints before a request was complete. Both customers and the internal team experienced friction as a result.

Internally, this meant constantly switching between different types of requests and cases, with limited structure and overview. As volume increased, it became clear that this way of working was not scalable.

Structuring and automating the warranty flow

Together with Returnista, Zelesta implemented a warranty portal in which the entire process is standardized.

The key change lies in when information is collected. Instead of requesting details afterwards via email, all relevant input is gathered at the start of the request.

The process now works as follows:

1. The customer initiates a warranty request via a personalized link.
2. The customer completes a questionnaire and uploads a photo of the defect.
3. The customer directly selects a preferred solution, such as replacement, store credit, or refund.
4. The employee reviews the request in the dashboard.
5. The employee approves or rejects the request.
6. The customer is automatically notified of the outcome.

Throughout the process, the customer is kept informed automatically.

More speed, consistency, and control

After implementation, the handling of warranty requests changed significantly.

Requests are processed 12x faster because all necessary information is available upfront. This eliminates unnecessary follow-up questions and accelerates decision-making.

Because the process is standardized, there is greater consistency in both customer communication and internal decision-making. Customers receive faster clarity and are supported in a uniform way.

Additionally, within the same flow, a suitable solution can be offered immediately such as a replacement product, store credit, or refund. This shortens the process and makes handling clearer for both the customer and the customer service team.

The structured collection of return data provides Zelesta with better insight into product issues. These insights are actively used in supply chain and product development.

Internally, this results in greater control and a process that scales with volume.

“Previously, we were constantly ‘ping-ponging’ with customers via email to gather all the necessary information for warranty requests. This caused delays and frustration on both sides. Through our collaboration with Returnista, we’ve reversed that process: all information is now correctly captured upfront, allowing us to help customers faster and more consistently.”

— Stefan, Customer Care Manager

This case shows that warranty handling is not a separate service process, but a structural part of your operations.

By collecting the right information upfront and standardizing the process, unnecessary communication can be avoided and handling becomes more predictable and scalable.

For other merchants, this can result in:

• Structural time savings in handling requests
• Reduced reliance on email and fragmented communication
• More consistent decision-making and customer communication
• Better insights into product quality and root causes of returns

Want to understand what this approach could mean for your return process?

Our experts are happy to review your current setup and identify where better use of return data and workflow optimization will have the most impact.