CocoVero: 30% fewer customer service requests with Mollie and Shopware
E-commerce
Partner: Webshop
decrease in customer support requests
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About CocoVero
What started with self-designed dirndl looks and a shared Oktoberfest visit has evolved into an established fashion brand with a strong community and a clear brand identity. CocoVero combines modern traditional fashion with high-quality production and a strong focus on design, sustainability, and customer experience.
The company was founded by Constanze Schnitzler and Veronika Stork-Jacklbauer. What began as a shared hobby grew into a brand that is now successful both online and in physical retail.
“What’s really important to us is that everything is sourced and produced as locally as possible within Europe,” explains Kathi Mende, Senior Manager E-commerce & Marketing at CocoVero. Most products are manufactured by small, family-run businesses in Poland, with a focus on premium materials and long-lasting quality rather than fast fashion.
Two years ago, CocoVero decided to undergo a comprehensive relaunch with Shopware 6, a new ERP system, and a modern payment infrastructure. “Our product works incredibly well through visuals and the entire visual language,” says Kathi Mende. “That’s why aesthetics were a top priority for us, while of course also focusing on usability.”
Today, CocoVero ships across Europe and also operates a physical store in Munich. During Oktoberfest season in particular, order volumes increase significantly, reaching up to 200 orders per day during peak periods.
The challenge: seasonal peaks and high manual effort
CocoVero’s business model is highly seasonal. During peak season, orders, returns, and customer inquiries often run at full speed simultaneously. At the same time, the team intentionally stays lean and operates with streamlined processes.
Returns management proved especially challenging. “Many customers order multiple blouses to choose from and, in some cases, send everything back,” explains Kathi Mende.
Before the relaunch, CocoVero mainly relied on Digital Wallets and credit card payments. Refunds often had to be reviewed and processed manually. “Because of the return-heavy nature of our business, refunds were always a major issue for us. A lot of things slipped through the cracks,” Kathi Mende recalls.
In addition, the company lacked a centralised overview of payment statuses, returns, or failed payments. “Previously, it sometimes wasn’t even clear whether a payment had actually gone through or not,” says Kathi Mende. KPI reporting was also limited. “With the old shop system, we were basically flying blind,” she adds.
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The solution: Mollie as a central payment solution with Shopware 6
When switching to Shopware 6, CocoVero also chose Mollie as its payment service provider. The new setup not only introduced additional payment methods such as Klarna but, above all, brought significantly greater transparency and more efficient day-to-day processes.
“The entire setup and the Mollie Dashboard are much simpler compared to what we had before.” explains Kathi Mende. Today, the team can centrally analyse payment statuses, returns, refunds, and checkout abandonment rates, rather than manually comparing across multiple systems. “When it comes to return rates, payment methods, or abandoned payments, you can analyse everything really well in Mollie,” says Kathi Mende.
Klarna quickly became one of the most important payment methods in the shop. “Klarna has been adopted extremely well as an additional payment method,” explains Kathi Mende. At the same time, Mollie proactively supports the team in optimising payment methods, for example, by recommending alternative providers such as Riverty to reduce fees in the long term.
Beyond the technical solution, CocoVero especially highlights the close collaboration with Mollie. “You can actually reach Mollie by phone, which is incredibly valuable for us,” says Kathi Mende. “Especially when something urgent comes up, and you don’t have to deal with a chatbot first.”
The personal exchange is also highly appreciated. “Whenever we needed support, Mollie’s availability was always excellent. The communication has always been extremely pleasant,” says Kathi Mende. In addition, Mollie proactively supports CocoVero with expansion topics and selecting suitable payment methods. “Mollie actively suggested: why not look into additional payment methods that could make sense for your business,” Kathi Mende explains.
“The entire setup and the Mollie Dashboard are much simpler compared to what we had before.”
Kathi Mende, Senior Manager E-commerce and Marketing @ CocoVero
The result: less customer service effort and more transparency
By combining Shopware 6, the ERP system, and Mollie, CocoVero was able to make many processes significantly more efficient. The team particularly benefits from far greater visibility and reduced manual work in returns management and refunds.
“Definitely fewer complaints regarding refunds,” says Kathi Mende. According to the company’s own estimates, CocoVero also reduced inquiries related to returns and refunds by around 30%. This was made possible by automated processes, greater transparency for customers, and clearer payment statuses at checkout.
Internally, the team now saves valuable time as well. “Once the processes are running smoothly, our customer service team has significantly less to handle,” explains Kathi Mende. Especially during peak season, the optimised payment process allows the team to work much more efficiently. According to Kathi Mende, CocoVero now saves several hours of manual work per week during high-demand periods.
The payment process itself also runs far more reliably today. “From our side, everything simply seems to work,” says Kathi Mende about the payment processes with Mollie.
For CocoVero, the partnership has long become more than just a technical integration.
“Working together with Mollie is simply very pleasant. Whenever we needed support, someone was always available.”
Kathi Mende, Senior Manager E-commerce and Marketing @ CocoVero
Looking ahead to the future
Following its successful migration to Shopware 6 and Mollie, CocoVero is focused on continuously improving the customer experience across its ecommerce operations. The team plans to further optimize internal processes, make greater use of data-driven insights, and regularly evaluate new payment methods that align with customer preferences.
With a more transparent payment setup and streamlined returns management already in place, CocoVero is well-positioned to scale efficiently during high-demand periods such as Oktoberfest season, while continuing to deliver a seamless shopping experience.
As Kathi Mende explains, Mollie also continues to provide proactive recommendations around payment optimization, helping the brand identify new opportunities as it grows. With the right infrastructure in place, CocoVero can focus on what matters most: building its brand, serving its customers, and creating products that customers love.