Wygodne Zwroty is a company operating in the logistics services sector, offering, among other things, convenient return solutions for online stores. Its business model is based on cooperation with e-commerce platforms, which means many users access the service indirectly—without being aware of the Wygodne Zwroty brand.
The user journey is quite specific: a customer moves from an online store to a return form that visually and functionally resembles the store interface. As a result, many users were unaware that they were using an independent service, which limited repeat usage and awareness of the possibility to reuse the solution in other stores.
Before implementing User.com (Positive User), communication activities were limited, and the company lacked developed onboarding scenarios and tools for systematic user retention efforts.
Marketing automation was implemented in response to a growing user base and the need to build relationships with customers after their first interaction.
Key challenges included:
User.com (Positive User) was selected as the tool that best met the company’s needs in terms of:
It is worth noting that the development of solutions offered by Wygodne Zwroty aligns with upcoming regulatory changes. Starting in June 2026, EU Directive 2023/2673 will require online stores to simplify the return process (e.g., by introducing a “withdrawal button” and eliminating unnecessary user barriers).
An intuitive and automated return process will no longer be just an enhancement to customer experience—it will become a legal requirement. One of the company’s latest solutions addresses these changes. EasyReturn is a plugin that helps stores across the European Union quickly adapt to the new requirements. More details are available at: https://easyreturn.eu/
The company has been using User.com (Positive User) since 2023. The implementation started with email communication and was quickly expanded to include:
A key element was designing onboarding journeys that educate users and build awareness of the service. As a result, Wygodne Zwroty can actively inform customers about using the platform beyond their first purchase experience.
Automation covered:
User.com (Positive User) enabled effective user base management through:
Dashboards and reports provide better insights into user behavior and help optimize communication.
An important element of the implementation is chat with a chatbot, which:
The main goal was to increase customer retention and build service awareness among end users.
The implementation of marketing automation resulted in:
Selected communication results:
Business effectiveness:
The implementation confirmed that well-designed onboarding and educational communication has a direct impact on customer retention and business performance.
