--- title: The Customer Journey of Dexter Bawbund description: Product returns occur in different phases while the customer is using your products. image: https://www.12return.com/hubfs/Blog/dexter.jpg --- [![12return](https://www.12return.com/hubfs/Website%20assets/Logo%2012return/12%20return%20transparance%20back%20ground%20new%20resolution.svg)](https://www.12return.com) - PRODUCTS ## Software and services for cross-border returns ### [Return portal Digital returns to remove the friction from the customer return journey and to improve sales retention.](https://www.12return.com/return-portal) ### [Merchant dashboard Personal dashboard for support agents to be in control of all returns and to gain insights from returns data.](https://www.12return.com/merchant-dashboard) ### [International shipping Global and local carrier services for hassle-free, cost-effective, and sustainable returns from any customer anywhere.](https://www.12return.com/reverse-logistics) ### [Local returns processing Returns processing services in Europe and the United States for reuse of products in a cost-effective and sustainable way.](https://www.12return.com/local-returns-processing) - [SOLUTIONS](https://www.12return.com/customer-service) ## [Solutions for every team](https://www.12return.com/customer-service) ### [Customer service 45% less time spent on irrelevant customer contact.](https://www.12return.com/customer-service) ### [Logistics 30% savings in freight spent with local shipping.](https://www.12return.com/logistics_old) ### [Operations 25% reduction in time and costs for restocking and reusing products](https://www.12return.com/local-returns-processing) - [INTEGRATIONS](https://www.12return.com/ecommerce-systems) ## [Integrations with systems and service for your returns](https://www.12return.com/ecommerce-systems) ### [E-commerce systems 12return integrates with your favorite e-commerce system.](https://www.12return.com/ecommerce-systems) ### [Carrier services 12return integrates with global and local carriers.](https://www.12return.com/carrier-services) ### [Marketplaces 12return integrates with your marketplaces of choice.](https://www.12return.com/market-places) ### [Fulfillment 12return partners with fulfillment and logistics service providers.](https://www.12return.com/fulfillment) ### [Revalue channels 12return integrates with revalue channels.](https://www.12return.com/revalue-channels) ### [Productivity tools 12return integrates with your favorite productivity tools.](https://www.12return.com/productivity-tools) - [PRICING](https://www.12return.com/pricing_draft0001) - RESOURCES ## Resources to turn your returns process into an asset ### [Help center Documentation for users to work with 12return.](https://help.12return.com/en/) ### [Developer Documentation for developers to integrate with 12return.](https://developer.returnbird.com/) ### [Program The 12return program supports the transformation of your returns process.](https://www.12return.com/program) ### [GDPR 12return takes data security seriously.](https://www.12return.com/general-data-protection-regulation) ### [Whitepapers and more Whitepapers and more to inspire and rethink returns.](https://www.12return.com/whitepapers) ### [Blog Join the 12return blog for more insights into returns management.](https://www.12return.com/company/blog) - COMPANY ## We are 12return ### [Our story We are one...two...return.](https://www.12return.com/our-story) ### [Contact Contact us at any time.](https://www.12return.com/contact) ### [Demo Request a demo of our software and services.](https://www.12return.com/demo) ### [Partner program Become a partner in the 12return ecosystem.](https://www.12return.com/partner-program) ### [Newsroom Stay informed about what's happening at 12return.](https://www.12return.com/company/newsroom) [CONTACT](https://www.12return.com/contact) returns management # The Customer Journey of Dexter Bawbund Product returns occur in different phases while the customer is using your products. [Stef de Bont](https://www.12return.com/company/blog/author/stef-de-bont) Apr 24, 2017 --- Dexter Bawbund is a 24-year young man. He just graduated from university and he is making his first career steps at a boutique marketing communication agency. Dexter lives and breathes the internet. He is online around the clock and shops online as well. He much values [customer service](https://www.12return.com/customer-service). Let’s have a closer look at his shopping behavior and customer journey. Shoes are boring. He loves to wear sneakers and he can’t resist following the latest trends in footwear. His collection grows every 3 to 4 weeks. He does not have a favorite brand so he shops and buys around the world. He loves finding this odd pair of shoes in a small specialized shop. As sizes differ per brand he is always struggling to buy the right size in one go. He buys 2 sets in different sizes knowing that he will keep one set and return the other. He loves the “14 days” return option and he prefers to do it for free. But he also understands that free returns require his contribution to keep it affordable for the merchant. He also understands that the merchant would like to have a heads-up about the return. Making an online registration just takes a few minutes but will pay off for everybody. He does not have any problem with dropping the box at a local postal office. He likes to have a heads up when the product has been returned and the refund is made. Dexter prefers a healthy way of living while working hard. He loves all the fresh food delivery services that deliver at his home. No returns here, he is keen on using all ingredients and left-over’s for a next-day meal. He loves photography and spends his Sunday out in the field. He owns a fortune in cameras and accessories and buys directly at the online brand store. He recently experienced a defect with his preferred camera and was looking for fast repair service. He loved the [RMA Portal](https://www.12return.com/rma-portal) (some call it a [return portal](https://www.12return.com/return-portal)) to request a Return Material Authorization with the manufacturer. Within 24 hours he received a prepaid return label to ship the defective product with a reliable courier service. Making an online booking for a time-definite pickup was not an issue for him. He much valued the option to track the status of the return, repair, and shipping process. He received his repaired camera within 7 days and the whole process has never been a “darkroom” for him. He and the camera brand are friends forever. Dexter cares about the environment and contributes to the friendly disposal of old printer cartridges. As he prints many of his photo’s he uses these a lot. It’s a no-brainer for him that the returns process is simple and free of charge. No need for advanced status tracking. He does not expect a response once the cartridges have been returned. To fund his expensive photography hobby he loves to make money in smart ways. One thing that makes him smile is being successful in finding the best price for selling his old electronic gadgets. As there are many sites out there he likes to spend time on finding the best “return-for-cash” deal. He wonders what happens with the returned products. Hopefully, these are used again and not end up in an African landfill. It would be better if he could return and cash directly with the brand owner. He is also keen on making a trade-in deal with his favorite camera brand when buying a new camera. He is surprised that there are just a few brands that offer a “return-to-buy” discount for buying a new camera while returning his old one. It does not require much to understand which makes a lot of marketing sense. “Return to Sender” would be a nice slogan for a [returns management](https://www.12return.com/product/returns-management) marketing campaign for one of their customers. Let’s see if he can do something with it at the office tomorrow. *Dexter Bawbund is a fictive person.* [returns management](https://www.12return.com/company/blog/topic/returns-management) [reverse supply chain](https://www.12return.com/company/blog/topic/reverse-supply-chain) [customer journey](https://www.12return.com/company/blog/topic/customer-journey) ## More from the blog returns management ### [What is an RMA?](https://www.12return.com/company/blog/what-is-an-rma) Returns Merchandise Authorization (RMA) for product return in the Reverse Supply Chain. Read about RMA and download the RMA checklist. Stef de Bont Jun 28, 2017 reverse supply chain ### [Reverse Logistics is more than the Reverse of Logistics](https://www.12return.com/company/blog/reverse-logistics-is-more-than-the-reverse-of-logistics) See why Reverse Logistics is so much more than the reverse of logistics. Stef de Bont Sep 4, 2017 returns management ### [How Technology facilitates the extended Customer Journey](https://www.12return.com/company/blog/how-technology-facilitates-the-extended-customer-journey) How Technology facilitates the extended Customer Journey Stef de Bont May 28, 2017 ### Get notified of new posts on the 12return blog Join the 12return blog for more insights into returns management. With 12return, you can connect the frontend and backend returns processes into a digital, integrated business process that is up to the challenges of returns and turns the returns process into an asset for your business. Made with ❤️ in The Netherlands, used by businesses and consumers around the world. ### Products - [Return portal](https://www.12return.com/return-portal) - [Merchant dashboard](https://www.12return.com/merchant-dashboard) - [International shipping](https://www.12return.com/reverse-logistics) - [Local returns processing](https://www.12return.com/local-returns-processing) ### Solutions - [Customer service](https://www.12return.com/customer-service) - [Logistics](https://www.12return.com/logistics_old) - [Operations](https://www.12return.com/operations) ### 12return - [Our story](https://www.12return.com/our-story) - [Contact us](https://www.12return.com/contact) - [Demo](https://www.12return.com/demo) - [Partner program](https://www.12return.com/partner-program) © 2022 12return All rights reserved [Privacy Policy](https://www.12return.com/privacy-policy-website) © 2021 Kalungi, Inc. - All Rights Reserved. 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