Bergzeit is one of the leading online retailers for outdoor and mountain sports equipment in German-speaking countries. With the aim of tapping into the Swiss market and establishing an efficient returns concept for the whole of Europe, Bergzeit decided to work with cross-border specialist MS Direct. The logistics service provider supports Bergzeit with automated customs clearance, local returns acceptance in Switzerland and central returns processing at the German site.
What began as a touring portal is now one of the best-known addresses for outdoor fans in German-speaking countries: Bergzeit has stood for expertise, enthusiasm and a deep understanding of everything to do with mountain sports since 1999. With over 40,000 items from more than 500 brands, Bergzeit offers a huge selection for climbers, ski tourers, mountain bikers and trekking enthusiasts – both in the online store and in two bricks-and-mortar stores in Gmund and Holzkirchen.
What makes it special: At Bergzeit, real mountain sports enthusiasts provide advice. The approximately 400 employees bring their practical experience with them – be it via ferrata, alpine tours or trail running. Coupled with climate-conscious shipping, a sophisticated service concept and a strong commitment to quality, the company creates a shopping experience that goes far beyond buying products.
The challenge.
Like many international retailers, Bergzeit was looking for a cross-border service provider for its planned expansion into Switzerland that could also take care of returns locally. The aim was to offer Swiss customers the best possible shopping experience with smooth cross-border deliveries and local returns acceptance.
In the long term, however, Bergzeit was also looking for a partner who could take care of returns from all over the EU centrally – and ideally also Swiss returns.
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Reliable, automated import customs clearance for Switzerland
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Local returns processing
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The possibility of centralized returns processing in the long term
The Solution.
MS Direct set up an automated import customs clearance process for Bergzeit and set up a receiving address for Swiss customers at its returns center in St. Gallen. In the initial phase of the collaboration, MS Direct processed the returns locally in Switzerland. In summer 2023, MS Direct opened another location in southern Germany. Due to the geographical proximity, MS Direct can now process all returns from Switzerland and the EU region centrally for Bergzeit at one location.
- Import customs clearance Switzerland: Bergzeit provides MS Direct with comprehensive German export customs data for every Swiss shipment via the interface. MS Direct then automatically carries out the import customs clearance process, thereby guaranteeing that all legal and customs requirements are met – a key prerequisite for timely cross-border delivery.
- Local returns acceptance: Swiss customers can conveniently send their returns to a domestic address at MS Direct. MS Direct receives the registration data of the returns from Bergzeit to facilitate further processing.
- Export customs clearance Germany: Swiss returns are collected three times a week and transported to the MS Direct location in Germany. Customs clearance of the returned goods on the return journey is also carried out by MS Direct. This ensures that the return journey is also properly documented and processed correctly in terms of customs law.
- Detailed returns control: All returns from the EU and Switzerland are extensively checked, qualified and refurbished at the MS Direct site in southern Germany. In this way, MS Direct guarantees the best possible quality for resale. In the case of incorrectly returned items or major quality defects, MS Direct also carries out a clarification check.
- Transport adviceAfter processing the returns, MS Direct informs Bergzeit which containers are being returned – including detailed information on the content and condition of the items. This means that Bergzeit always knows in advance when which goods will be returned, enabling efficient warehouse planning.
«Thanks to the relocation of the refurbish process with MS Direct, we can bundle and efficiently process all returns regardless of location. The close collaboration has streamlined our internal processes and freed up resources for our core processes. We particularly appreciate the professional cooperation, the high quality of returns processing and the IT flexibility.»
Dennis Wiesinger, Teamlead Customs & Transportation
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Automated import customs clearance into Switzerland
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Returns acceptance in Switzerland
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Export customs clearance to Germany
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Central returns processing by MS Direct Germany
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Quality check, refresher and clarification check
The Benefits.
By working with MS Direct, Bergzeit benefits from a seamless, scalable logistics setup for Switzerland and Europe. The customized solution not only ensures stable processes behind the scenes, but above all a better shopping experience for customers.
- Carefree delivery to Switzerland: Thanks to automated and legally compliant customs clearance, shipments to Switzerland run reliably and on time – without any additional expense for Bergzeit or the end customer.
- More satisfied customers: The local returns address in Switzerland reduces the hurdles for returns and makes the customs border practically invisible for consumers.
- Returns process from a single source: Thanks to local returns acceptance in Switzerland and geographically close, centralized returns processing in southern Germany by MS Direct, Bergzeit benefits from the advantages of both returns strategies. In addition, clear processes ensure better transparency and uniform quality standards.
- Returns processing at the highest level: Through the detailed inspection, categorization and processing of returns, Bergzeit ensures high quality standards and at the same time optimizes the goods cycle.
- Simplified warehouse planning: Thanks to detailed transport notifications, Bergzeit keeps track of all returns that are returned to their warehouse. This enables them to optimize incoming goods and warehouse planning, which also reduces the shrinkage rate.
- Keeping the brand promiseThe MS Direct solution, spread across two locations, enables Bergzeit to plan transportation more sustainably. Trucks traveling back and forth between the two countries can be loaded accordingly with ordered goods and returns on both trips, thus avoiding empty runs.
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Carefree delivery to Switzerland, thanks to reliable customs clearance
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More satisfied customers thanks to local returns address
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Central returns processing for all returns from the EU and Switzerland
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Returns processing at the highest level
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Simplified warehouse planning thanks to detailed transport notifications
Would you also like to tap into new European markets with customs borders and take your returns management to the next level? We will be happy to advise you personally, our sales team will be happy to find the right solution for you.