シンガポール発の寝具ブランドSOJAO、Recustomer「配送追跡」「返品・交換」を導入

配送状況の確認から返品・交換の申請まで、購入後の手続きをオンラインで完結。顧客対応の効率化と購入後体験の向上を目指す

購入後体験プラットフォーム「Recustomer（リカスタマー）」を提供するRecustomer株式会社（本社：東京都中央区、代表取締役：柴田 康弘、辻野 翔大）は、シンガポール発のオーガニックコットン寝具ブランド「SOJAO」のオンラインストアに「Recustomer 配送追跡」と「Recustomer 返品・交換」を導入したことをお知らせします。

導入の背景

SOJAOは、GOTS（Global Organic Textile Standard）認証を受けたオーガニックコットンを使用した寝具ブランドです。寝具は、サイズや色などを吟味して選ぶ商品であり、購入者にとっては、注文した商品がいつ届くのか、購入した商品が自分に合わなかった場合に交換できるのかといった、購入後の情報やサポートも重要です。 しかし、事業成長に伴ってメールでの個別対応がチームの大きな負担となり、購入者を待たせてしまう課題が生じていました。そこでSOJAOは、購入後体験の質を落とさずに業務を効率化し、この課題を根本から解決する方法を模索していました。

Recustomerが提供する価値

配送追跡：配送状況の可視化で、購入者の不安と問い合わせを軽減 

購入者は、配送状況を確認するために問い合わせることなく、商品の到着までの状況を自分で把握できるようになります。SOJAOにとっても、配送状況の確認に関する問い合わせ対応の負担を軽減し、より付加価値の高い顧客対応に注力できる環境づくりにつながります。 

返品・交換：メールの往復ではなく、数タップで完結

購入者は、対象の商品と理由、そして返品または希望するサイズや色への交換を選ぶだけで、オンラインから簡単に申請を完了できます。特許技術（特許第7768617号）による動的ポリシー判定で条件を満たす申請を自動承認できるため、人の対応が本当に必要なケースのみに注力できます。さらに、サイズや色の交換をスムーズに行える設計によって単なる返品・返金による離脱を防ぎ、購入者が自分にぴったりの商品に出会えるようにすることで、ブランドとの良好な関係を長く継続できる体験価値の向上を目指していきます。

今後の展望

SOJAOは創業以来、製品の品質だけでなく、お客様とのあらゆる接点を丁寧に紡ぐことを大切にしてきました。今回のRecustomerの導入により、注文からお届け、その後の交換まで、よりシームレスでストレスのない購入体験をお届けできるようになります。今後はオンラインとオフラインの両軸で顧客体験をさらに磨き上げ、より多くの方に長く愛されるオーガニックライフスタイルブランドを目指してまいります。

■購入体験プラットフォーム「Recustomer」について

Recustomerは、購入後の体験向上・顧客接点創造を実現する購入体験プラットフォームです。具体的には、注文を追跡してお届け予定日を通知する「Recustomer 配送追跡」、返品・交換・注文キャンセル業務を自動化する「Recustomer 返品・交換」、「Recustomerキャンセル」、お試し購入を可能にする「Recustomerお試し購入」、再オーソリの特許技術で柔軟な販売方法を実現する「Recustomer 予約購入/再入荷確保」の5つのサービスを提供しています。

特別な購入後体験を提供することで、ユーザーの体験向上を実現し、EC事業者の売り上げ向上を支援します。

サービスサイト：https://recustomer.me/ 

■Recustomer株式会社 概要

会社名：Recustomer株式会社

代表取締役：柴田 康弘、辻野 翔大

事業内容：購入体験プラットフォーム「Recustomer」開発・運営

設立：2017年3月

所在地：東京都中央区銀座5丁目14−1 銀座クイント 8F

Singapore Organic Bedding Brand SOJAO Goes Live as Recustomer's First Overseas SaaS Partner

Shoppers can now track orders to their door and request returns or exchanges online in a few taps.

SOJAO, the Singapore-born brand of certified organic cotton bedding, has launched Recustomer's Delivery Tracking and Returns & Exchanges services across its online store. The launch makes SOJAO the first overseas SaaS partner of Recustomer, the Tokyo-based purchase experience platform, and marks Recustomer's first step into Singapore and the wider global market as a SaaS provider.

For SOJAO customers, the change is simple: from the moment an order leaves the warehouse to the day the sheets go on the bed, every step is visible, and if something isn't quite right, sorting it out takes minutes, not emails.

A brand built on doing bedding properly

SOJAO began in 2018 with a frustrating shopping trip. Co-founder Priscilla Tan was looking for her first set of good bed sheets and found a market full of confusing thread counts and very little transparency about what the sheets were actually made of.

So she and co-founder Janice Tan set out to fix it, with no background in textiles and no previous business between them. After two years of development and eight trips to India, they launched a bedding brand made from 100% organic cotton certified to the Global Organic Textile Standard (GOTS).

The name says a lot about the brand. "Sojao" means "go to sleep" in Hindi, chosen as a tribute to the Indian cotton farmers behind its best-selling sheets. That respect for the people and materials behind the product runs through everything SOJAO does, from its "Build Your Set" mix-and-match bundles and Sleep Easy Quiz to its shophouse store in Joo Chiat Road and New Bahru.

Why the experience after checkout matters

Bedding is a considered purchase. Customers think carefully about fabric, colour and size, and they want the same care to continue once they've paid.

That is why the questions that come after checkout matter so much. Where is my order? Can I swap this fitted sheet for a different size, or this duvet cover for a different colour? Every one of these questions is reasonable. As the business grew, handling each inquiry individually over email became a significant burden for the SOJAO team, and they leave customers waiting for answers they could have had instantly.

SOJAO wanted to improve the post-purchase experience without compromising the quality of customer support, while making its operations more efficient. What SOJAO customers get now

Delivery Tracking: every order, visible from dispatch to doorstep

Customers can check their order status and expected delivery date through a dedicated tracking page and notifications. By giving customers visibility into their deliveries, SOJAO can reduce inquiries about delivery status and allow its team to focus on providing more value-added customer support. 

Returns & Exchanges: a few taps instead of a back-and-forth

Customers can now request a return or exchange online by selecting the item, the reason for the request, and whether they would like a return or an exchange for a preferred size or colour. Recustomer uses its patented dynamic policy assessment technology (Japanese Patent No. 7768617) to automatically approve requests that meet the conditions set by SOJAO. This reduces the workload associated with routine requests, allowing the SOJAO team to focus on cases that require individual review and attention. 

Exchanges matter here. When a customer wants a different size or colour, an easy exchange keeps them with the brand they chose, rather than ending in a refund.

A milestone for Recustomer

Recustomer was built in Japan, where it supports a wide range of e-commerce brands with delivery tracking, returns, exchanges, cancellations, Try Before You Buy and pre-orders.

SOJAO is Recustomer's first overseas SaaS partner, and the team at Recustomer is genuinely grateful for that trust. Partnering with a founder-led brand that cares this much about its customers and its supply chain is the kind of start Recustomer hoped for in a new market.

Recustomer will keep working closely with SOJAO as it grows, and looks forward to supporting more brands in Singapore and across the region in delivering a purchase experience that matches the quality of what they sell.

Here's to more customers sleeping easy, starting with the wait for their sheets.

About SOJAO

SOJAO is a Singapore brand of organic cotton bedding and home essentials, founded in 2018 by Priscilla Tan and Janice Tan. Its sheets, duvet covers, quilts, towels and loungewear are made from GOTS-certified organic cotton, available in buttery-soft Classic Sateen and breathable Crisp Percale. "Sojao" means "go to sleep" in Hindi, a tribute to the Indian cotton farmers behind the brand's best-selling sheets.

Website: sojao.shop

About the purchase experience platform "Recustomer"

Recustomer is a purchase experience platform that improves the customer journey from order through post-purchase and creates new customer touchpoints. It offers five services: Delivery Tracking (order tracking with expected delivery notifications), Returns & Exchanges (automated returns and exchange operations), Cancellation (order cancellation handling), Try Before You Buy (receive items before deciding to purchase), and Pre-Order (pre-orders and back-in-stock reservations).

Service site: https://recustomer.me/ 

About Recustomer, inc.

Company name: Recustomer, inc.

Representative Directors: Yasuhiro Shibata, Shota Tsujino

Business: Development and operation of the purchase experience platform "Recustomer"

Founded: March 2017

Address: Ginza Quint 8F, 5-14-1 Ginza, Chuo-ku, Tokyo, Japan