In an industry fraught with distrust and inefficiency, Return Helper saw an opportunity for transformation in the returned goods market

"How They See It” is where we delve into the minds of those steering the ships of today’s most dynamic companies. In this instalment, we ask Roy Wan, CEO of Return Helper, about his work leading this transformative logistics company. He shares his vision for creating a seamless return process, the importance of building trust in e-commerce, and the significance of empowering businesses and consumers to navigate the complexities of returns with confidence and ease.

I help people get their stuff back — it’s a simple statement yet encompasses a world of complexities and challenges. When I started Return Helper, most potential clients didn’t even know they could retrieve lost items or get compensation for mishandled goods.

The industry was fraught with distrust and inefficiency, and I saw an opportunity to transform it. My goal was to create a business and increase trust in e-commerce and logistics, ultimately making life easier for people.

I remember the early days vividly. It felt like trying to sell ice to Eskimos. People were so accustomed to their grievances and disappointments being ignored that they didn't believe in the possibility of resolution. But I was determined to change that. Every successful case was a victory, not just for the client but for the entire industry. 

This transformation in client trust underscored the broader importance of making returns a profit centre or cost optimisation area for e-commerce businesses. With Return Helper, we can now provide a comprehensive solution that enhances the efficiency of the return process and reduces losses. 

On a lighter note, I recall a funny incident where one of my mother’s friends thought I was running a detective agency. She couldn't believe that an entire profession was dedicated to helping people retrieve lost goods and resolve logistics issues. Moments like these highlight how niche and underappreciated this field can be.

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The value of innovation

Persistence is crucial in this line of work. It’s like running a marathon where the finish line keeps moving. Early on, I faced numerous challenges. Convincing people that they had options and could take action was no small feat — many of my clients were initially sceptical. They had faced so many dead ends with other services that they didn’t believe in the possibility of resolution. 

But with each success story at Return Helper, I saw a shift in perception. Clients began to trust the process, and word-of-mouth started to bring more people to us.

Innovation also plays a massive role in what I do. The industry constantly evolves, and staying ahead of the curve is essential. Implementing new technologies, improving our processes, and always looking for ways to serve our clients better have been a driving force. It's not just about keeping up; it's about leading the way.

Still, misunderstandings about the work I do abound. A common one is that it's all about the legal battles. While legal expertise is crucial, the essence of what we do goes beyond that. We focus on advocacy and ensuring our clients feel heard and supported throughout the process.

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Technology and transformation

Embracing technology has been a game-changer for us, especially in an industry like logistics, which constantly evolves — staying ahead requires continuous innovation. Today, Return Helper has successfully integrated new technologies into our processes to improve efficiency and better serve our clients. From predictive analytics to AI-driven solutions, technology has allowed us to be more proactive in preventing issues and resolving them faster when they occur.

We aim to make the process as seamless as possible for our clients. We want them to feel supported and confident that their issues will be resolved. Technology has also enabled us to streamline our operations and provide more accurate and timely solutions. It’s an exciting time to be in this industry, with so many advancements on the horizon.

Still, our work is about more than just resolving issues; it’s about creating a more reliable and trustworthy e-commerce environment. Increasingly, online transactions are becoming the norm, and ensuring that goods reach their intended destinations is crucial. The services we offer with Return Helper help enhance consumer confidence and support businesses in maintaining their reputations. 

It’s a responsibility we take very seriously, and we’re constantly looking for ways to improve and adapt to the changing landscape.

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Looking ahead

When I envision the future, it’s not just about growth in numbers but also about impact. Imagine a world where lost or mishandled goods are as rare as a hen's teeth. Our role, then, will evolve from problem-solving to active prevention. It's a thrilling prospect that keeps me driven about the work we do every day.

Ensuring efficient and reliable logistics becomes even more critical in a world fraught with conflict. Return Helper can contribute to smoother global trade by providing these services and fostering better economic relationships and trust. Our work may seem small in the grand scheme, but every resolved issue and satisfied customer brings us closer to a more interconnected and harmonious world.

My journey as CEO of Return Helper has been one of learning, persistence, and innovation. Helping people reclaim what’s rightfully theirs and ensuring smooth logistics is more than just a job — it’s a mission. As we evolve our services to meet the needs of a growing digital world, I remain hopeful and committed to making a lasting, positive impact.