Redefining Nando’s customer experience with a self-service refund platform

Challenge

Nando’s faced a high volume of customer care enquiries about undelivered, missing or incorrect orders. Each refund request had to be processed manually, creating delays and inefficiencies, leading to customer frustration and added strain on support teams.

Solution

We developed an intuitive self-service platform enabling customers to manage refund requests themselves, guided by a tailored digital journey that adapted to their situation.

• Integrated payments
  Loyalty points and gift card refunds are processed instantly via direct API integrations, and credit cards and digital wallet requests are managed via automated queues.
• Transparency and security
  Smart queuing, automated monitoring and strict compliance with personal data protection standards ensured a safe, reliable process.
• Scalable architecture
  AWS serverless technology enabled real‑time processing seamless scaling to meet demand, with DynamoDB tracking payment status and eligibility.
• Actionable analytics
  Built‑in reporting delivered insights to help Nando’s continually refine the customer care experience.

Impact

The new platform transformed Nando’s refunds and customer care process and, after a successful pilot phase, was rolled out nationwide in Australia and New Zealand.It delivered faster resolutions, reduced strain on staff and equipped Nando’s with valuable insights for service improvement.

Processing refunds reduced from hours to minutes

Customers can independently resolve issues

Analytics inform ongoing customer service enhancements

Scalable solution that meets demand and complies with rigorous data protection standards

“Inlight's automated refund solution has streamlined Nando's customer care by reducing processing times from hours to minutes, empowering customers and enhancing operational efficiency.

Jessica Freeman, Head of Digital and Loyalty ANZ, Nando's Australia