Alpen Implements Recustomer to Systematize Return Handling
Alpen, a retailer of sports and outdoor goods, has adopted Recustomer's platform to systematize its e-commerce return processes. This aims to reduce the burden of customer return inquiries, enhance operational efficiency, and improve the overall customer experience.
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- 📰 Published: May 13, 2026 at 20:00
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Recustomer Inc. (Headquarters: Chuo-ku, Tokyo; Representatives: Yasuhiro Shibata, Shota Tsujino; hereinafter: Recustomer) announces that Alpen Co., Ltd. (Headquarters: Nagoya City, Aichi Prefecture; President and Representative Director: Atsuyuki Mizuno), which offers a wide range of products mainly in sports and outdoor goods, has implemented Recustomer for the purpose of systematizing return handling in e-commerce.
■ Background of Implementation
Alpen's e-commerce division experienced a continuous increase in return-related inquiries, leading to growing burdens in customer service and operational aspects. Handling inquiries regarding return eligibility and procedures was primarily based on individual responses, often resulting in inconsistent response flows and subjective judgment criteria, which was also a challenge.
While return guidance itself was well-prepared, individual responses were frequently required for actual applications and judgments, imposing a burden on both customers and operations. Therefore, there was a demand to shift from inquiry-dependent operations to a systematized return handling system that could consistently manage return eligibility and procedures based on predefined rules.
The Recustomer service, which has been implemented, features an administration screen that allows businesses to flexibly design return rules. Policies can be pre-configured based on products and purchase conditions.
When customers initiate a return procedure, the configured rules are automatically evaluated based on order information and product conditions. The optimal return flow is then presented and executed according to the judgment results.
This ensures that judgment, guidance, and procedures are not fragmented, allowing the entire process to be completed consistently online.
These features aligned with Alpen's goals of systematizing return handling and improving operational efficiency, leading to the decision to implement Recustomer.
Post-implementation, the policy is to standardize return handling by curbing post-purchase inquiries and establishing a guided process that allows customers to complete procedures themselves.
Through Recustomer, Alpen will transition from an inquiry-centric return handling operation to one based on pre-designed processes, optimizing both customer service and business operations.
■ Future Outlook
Going forward, after stabilizing return handling operations utilizing Recustomer, Alpen plans to gradually expand its scope of use. In the future, the company aims to contribute to improving the quality of the overall post-purchase experience in e-commerce, not limited to returns but including exchanges, through comprehensive post-purchase experience design.
Recustomer will continue to support the improvement of customer experience driven by post-purchase interactions and the sustainable business growth of e-commerce operators.
■ About "Recustomer," a Post-Purchase Experience Platform
Recustomer is a post-purchase experience platform that enhances post-purchase experiences and creates customer touchpoints. Specifically, it offers four services: "Recustomer Delivery Tracking" for tracking orders and notifying estimated delivery dates, "Recustomer Returns/Exchanges" for automating return, exchange, and order cancellation tasks, "Recustomer Cancellations," and "Recustomer Try-Before-You-Buy" for enabling trial purchases.
By providing a special post-purchase experience, Recustomer aims to improve user experience and support the sales growth of e-commerce businesses.
Service Site URL: https://recustomer.me/
■ Recustomer Inc. Overview
Company Name: Recustomer Inc.
Representative Directors: Yasuhiro Shibata, Shota Tsujino
Business Activities: Development and operation of the post-purchase experience platform "Recustomer"
Established: March 2017
Location: Ginza Quint 8F, 5-14-1 Ginza, Chuo-ku, Tokyo
■ Background of Implementation
Alpen's e-commerce division experienced a continuous increase in return-related inquiries, leading to growing burdens in customer service and operational aspects. Handling inquiries regarding return eligibility and procedures was primarily based on individual responses, often resulting in inconsistent response flows and subjective judgment criteria, which was also a challenge.
While return guidance itself was well-prepared, individual responses were frequently required for actual applications and judgments, imposing a burden on both customers and operations. Therefore, there was a demand to shift from inquiry-dependent operations to a systematized return handling system that could consistently manage return eligibility and procedures based on predefined rules.
The Recustomer service, which has been implemented, features an administration screen that allows businesses to flexibly design return rules. Policies can be pre-configured based on products and purchase conditions.
When customers initiate a return procedure, the configured rules are automatically evaluated based on order information and product conditions. The optimal return flow is then presented and executed according to the judgment results.
This ensures that judgment, guidance, and procedures are not fragmented, allowing the entire process to be completed consistently online.
These features aligned with Alpen's goals of systematizing return handling and improving operational efficiency, leading to the decision to implement Recustomer.
Post-implementation, the policy is to standardize return handling by curbing post-purchase inquiries and establishing a guided process that allows customers to complete procedures themselves.
Through Recustomer, Alpen will transition from an inquiry-centric return handling operation to one based on pre-designed processes, optimizing both customer service and business operations.
■ Future Outlook
Going forward, after stabilizing return handling operations utilizing Recustomer, Alpen plans to gradually expand its scope of use. In the future, the company aims to contribute to improving the quality of the overall post-purchase experience in e-commerce, not limited to returns but including exchanges, through comprehensive post-purchase experience design.
Recustomer will continue to support the improvement of customer experience driven by post-purchase interactions and the sustainable business growth of e-commerce operators.
■ About "Recustomer," a Post-Purchase Experience Platform
Recustomer is a post-purchase experience platform that enhances post-purchase experiences and creates customer touchpoints. Specifically, it offers four services: "Recustomer Delivery Tracking" for tracking orders and notifying estimated delivery dates, "Recustomer Returns/Exchanges" for automating return, exchange, and order cancellation tasks, "Recustomer Cancellations," and "Recustomer Try-Before-You-Buy" for enabling trial purchases.
By providing a special post-purchase experience, Recustomer aims to improve user experience and support the sales growth of e-commerce businesses.
Service Site URL: https://recustomer.me/
■ Recustomer Inc. Overview
Company Name: Recustomer Inc.
Representative Directors: Yasuhiro Shibata, Shota Tsujino
Business Activities: Development and operation of the post-purchase experience platform "Recustomer"
Established: March 2017
Location: Ginza Quint 8F, 5-14-1 Ginza, Chuo-ku, Tokyo