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E-Commerce & Retail,Case studies22 August 2022

Sanity Music Stores Pty Ltd

Drastically reduced number of returns thanks to Australia Post verified data

woman listening to music on subway

TLDR

  • Sanity Entertainment experiencing high returns and incorrect address formatting.
  • Addressfinder’s address autocomplete service effortlessly implemented
  • Elimination of address related returns
  • Streamlined customer service through simplified order placement
  • Improved user experience

Background

Sanity Entertainment is Australia’s leading retailer of Movies, TV Shows, Blu Ray, Gaming, Music, Books, Pop Vinyl and Official Merchandise. For everything entertainment at home, Sanity is your store!


The Challenge

Sanity Music were challenged with finding an address validation solution for their custom CMS that was both cost effective and easy to implement. It was important for them to find an address validation solution to combat the amount of “incorrect address” orders being returned to them. It was also imperative for successful delivery via Australia Post that they collect correctly formatted addresses.

"We were faced with the challenge of balancing a tight budget for time and money on a custom CMS."

Jessie Chew - E-commerce & Social Media Manager - Sanity Music Stores Pty Ltd

The Solution

Before

  • Not meeting Australia Post’s address standards
  • Returns caused by missing address information
  • Time spent resolving incorrect addresses and repairing customer relationships

After

  • Improved user experience
  • Smooth collection of Australia Post verified address data
  • Significantly improved delivery outcomes
  • Elimination of address related returns

The Result

In 2020, Sanity Music Stores implemented Addressfinder’s address autocomplete service into their online checkout.

The Addressfinder service ticks all of their boxes; the implementation was effortless, it functions perfectly with their CMS, and it allows them to obtain correctly formatted addresses that Australia Post rely on.

As a result, Sanity Music Stores have seen a “wonderful UX improvement” and have drastically cut their number of returns.

"The only ones [returns] I’ve been getting back now are unclaimed, actual returns, or Auspost ones that have been damaged. Best widget so far - it even makes customer service easier when you’re placing an order for a customer :)"

Jessie Chew - E-commerce & Social Media Manager - Sanity Music Stores Pty Ltd