Case Study

A returns platform built for scale with OCR automation, route optimization, and secure payments that just work.

Client Overview:

Delayno is a Berlin-based startup solving one of e-commerce’s most frustrating problems: product returns. Customers expect fast pickups. Retailers want lower costs. And both sides need clarity throughout the process.

Delayno’s team came in with a strong vision, simplifying returns through automation, more intelligent routing, and a better overall experience for drivers and users. Our role was to help translate that vision into a working platform that could scale with demand.

The Challenge

Returns are messy. Packages often arrive mislabeled or missing information, pickups run behind schedule, and drivers get rerouted mid-shift. Delayno’s early workflows relied heavily on manual entry, unstructured routing, and inconsistent customer updates, all of which added delays and increased support load.

The team needed a system that could:

Extract return data directly from labels.
Optimize pickup routes based on real-time location and order volume.
Reduce manual handling across both user and driver workflows.
Offer trusted, flexible payment options for a smoother end-to-end process.

What They Needed

To make the returns process work at scale, the platform had to solve three core challenges:

Faster data capture
OCR scanning needed to replace manual input so customers could submit return details quickly and accurately.
Smarter logistics
Route optimization had to reduce travel time and improve pickup success without adding work for drivers.
Integrated experience
Apps for both drivers and customers, plus secure payment options, had to work together within one reliable system.

What We Built

We partnered with Delayno to design and develop a system that made returns faster, more reliable, and less dependent on manual work for both customers and operations teams.

OCR-Powered Label Scanning

We implemented a Tesseract-based OCR engine that reads return labels straight from a customer’s phone. This eliminated manual data entry and drastically reduced errors in tracking, merchant info, and product identification.

Mobile Apps for Customers and Drivers

Two lightweight apps one for customers to manage returns, another for drivers to track pickups in real time. Each app was designed around its user’s workflow, keeping interactions clear, fast, and intuitive.

Smart Routing + Payments Layer

We built a custom route optimization tool to streamline home pickups and reduce delivery time. On the backend, we integrated PayPal, Klarna, and Giropay to offer flexible, secure payment options at every step.

Results

The new platform transformed Delayno’s returns process for the better, delivering clear wins for operations and customers alike:

50% faster return processing
Automated label scanning eliminated errors and expedited order handling.
30% lower logistics costs
Optimized routes reduced travel time and improved pickup success rates.
Stronger customer satisfaction
Faster pickups, clearer updates, and quicker refunds boosted retention and earned positive feedback.

Why It Worked

The success came from focusing on the entire returns experience, not just the technology. Automation reduced manual steps and errors. Routing reduces unnecessary travel and delays. The user experience was straightforward and clear, enabling everyone involved to know what to expect and when.

Combining these elements into one connected system gave Delayno the control and reliability needed to handle returns efficiently. The process now runs smoothly, scales with demand, and avoids the patchy tools and workarounds of the past.

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