Case Study: Leroy Merlin achieves 90% automation and cuts refunds & returns from 15 days to 1.5 days with Appian

Leroy Merlin Refunds and Returns Process Automation

Leroy Merlin, the world’s third-largest home improvement retailer with ~100,000 employees across 13 countries, was facing a surge in e-commerce and in-store returns that exposed a largely manual refunds and exchanges process. Multiple signatures, data silos, manual approvals and poor fulfillment oversight caused long delays, errors, financial leakage and a falling Net Promoter Score.

Working with Xebia to implement Appian, Leroy Merlin automated core steps using intelligent automation, RPA and intelligent document processing—delivering the project in just a few months. Refund and return times dropped from about 10–12 days to 1.5–2 days, 90% of manual tasks were automated, per-store backlogs fell from ~90 to <10 orders, refund efficiency improved ~55%, NPS rose ~20%, and customer-service visibility and fulfillment oversight were greatly enhanced.

Leroy Merlin

Dmitriy Anderson

CIO & Head of E-commerce and Marketplace Strategy