Super Bright LEDs’ Commitment to Customer Service
In 2002, Greg and Carol Henderson began selling component LEDs online out of the basement of their home in St. Louis. Together they founded Super Bright LEDs with a goal of providing quality LED technology along with great customer service and superior technical support.
Over the course of 13 years, Super Bright LEDs has expanded from a team of two to a booming business with 84 employees and 100,000 square feet in warehouse and office space — crediting the trends in lighted car accessories and green energy as major boosts to their overall sales. Specifically, Super Bright LEDs has seen 30 percent year-over-year growth for the last four years, becoming a leading online retailer of LED lights and accessories. Amid its success, the company’s mission hasn’t swayed — providing top-notch customer service and technical support still remains its No. 1 priority.
A key element of Super Bright LEDs’ customer service strategy? Having a hassle-free returns policy. The need for a good returns policy is especially true for its international customers — accounting for 8 percent of revenue — like those who live in Canada.
Previously, when Super Bright LEDs received a return request from a Canadian customer, the company basically had two options: either pay for an expensive UPS label to bring a possibly damaged or broken item back to the U.S., or send a new product and allow the customer to keep the old one, eating the costs in the process. To keep its Canadian customers coming back, the company sought a more affordable way to get exchanges and returns back to the U.S.
Endicia Presents a Solution for Cross-border Returns from Canada
Super Bright LEDs uses The U.S. Postal Service® to ship roughly 80 percent of its orders, using UPS for the rest and accommodating customers’ requests for other carriers, as needed. Super Bright LEDs uses Endicia for all USPS package shipments. So, when Fulfillment Manager Matt Wilson was looking for a streamlined returns solution for Canadian customers, he reached out to his Endicia representative.
“It was great to see my Endicia representative take my request to heart,” said Matt. “When my Endicia rep told me about Endicia’s new Canada Returns service, I signed up right away.”
Endicia’s integration with Canada Post gives Super Bright LEDs the ability to create an efficient returns solution for its customers across the Canadian border. With the click of a button, Super Bright LEDs can pull data from the outbound USPS labels to automatically create a Canada Post return shipping label or manually create a return shipping label with new address information. Then, Matt can email the PDF directly to Canadian customers at their request. Once customers receive the label, they simply affix it to their package and drop it off at their local Canada Post retail outlet for return delivery.
“Our customers are thrilled about our using Endicia’s Canada Returns solution,” said Matt. “They know that if the product ends up being different than what they were looking for, they can easily exchange or return it. What’s more, we can now ship the product back to the U.S. without breaking the bank, so everyone wins.”
Endicia’s Canada Returns service offers expedited, standard and economy shipping options and because the labels include tracking and are identified as merchandise returns, they will not be charged taxes and duties on the return trip.
“Endicia Canada Returns service has given us the ability to extend our 30-day hassle-free return policy to our Canadian customers,” said Matt. “Most of all, we’re happy that we’re able to provide our Canadian customers with top-quality service, so they can feel just as special as our U.S.-based customers.”