Roy Wan of Return Helper tells us about return management solutions.
Tell us about you, your career, and how you founded Return Helper.
Roy Wan: I have spent 11+ years in the eCommerce industry (eBay, ChannelAdvisor, etc.), and I have seen stories after stories that eCommerce sellers are losing a lot of money in return, so, in 2018, my ex-colleagues and myself decided to quit and start Return Helper – the all-in-one eCommerce return management platform.
Our goal was simple: We wanted to build a complete solution to help eCommerce merchants resolve eCommerce returns effectively, efficiently, and eco-friendly. Today, Return Helper has 3 office locations across Asia and serves over 1,000 eCommerce clients around the world.
Do you have small habits that made a meaningful impact on your life and business?
Roy Wan: I enjoy spending time with my family every weekend. I truly believe work/life balance means higher productivity and efficiency.
How does Return Helper market its product/services online?
Roy Wan: At Return Helper, we’re targeting eCommerce cross-border sellers all around the world, meaning we’re a B2B company, and most of our marketing strategy is to increase brand awareness and acquire potential leads.
For brand awareness, most of our efforts go towards inbound marketing and the standard set of SEO and SEM tools to promote our services. We like to create content such as articles, videos, and interviews that are valuable to our users. We believe people will get to learn more about how they can create better return experiences for themselves and their customers by working with us.
Since our solution is created for all eCommerce cross-border sellers around the world, to gain recognition and visibility fast, partnering with leading eCommerce companies/marketplaces like eBay, Amazon, Onbuy.com, and Shopify is also one of our way to get our name out there and reach more sellers.
What specific tools, software, and management skills are you using to manage your online marketing?
Roy Wan: We work with several different tools! Slack, ClickUp, Notion, and Salesforce are some of the tools that come to mind in our day-to-day organization. As mentioned above, most of our traffic is generated through organic sources. We use Google Analytics, social platforms, and some other third-party tools to promote our content.
What is your hiring policy/process, and how do you retain your employees?
Roy Wan: Since our team is still pretty compact (below 50 people), I still insist on getting involved in every final round of interviews and sharing our company vision. Our company is also an employee first (even above clients) as high employee satisfaction will bring the biggest value to the company in the long run.
How are you funding your growth?
Roy Wan: We closed our seed round funding around 6 months back, which is key to our growth. We have doubled our development team, and our productivity has grown 3x. We managed to deliver the key features to our existing clients / potential clients, and as a result, we now have double-digit growth MoM on our revenue.
Who are your competitors? And how do you plan to stay in the game?
Roy Wan: Our competitors are primarily mid-size software companies like ours. There is some similar solution in the US / Europe, but they do not have a presence in Asia. Also, we are a complete solution powered by machine learning and Big Data, and it is why we can stay on top of the game. Our plan for the future to stay competitive is to keep learning, developing, and expanding our team and, at the same time, also focus on better understanding our client’s needs. Our good results and awards will keep us on track.
Your final thoughts?
Roy Wan: 68% of shoppers check out the returns policies before deciding to make a purchase. Our goal is to simplify eCommerce returns. Everything we do is a step toward this goal. The next steps will be continuing to work with new and larger customers to enable them with a better return experience.