Lacoste cuts reimbursement processing time by 50% with Pipefy

Lacoste’s e-commerce operation needed to provide a fast and reliable experience for customers requesting product returns and reimbursements. For purchases made via bank slip payments, the process required collecting customer information, securing internal approvals, and coordinating multiple departments.

Before Pipefy, the workflow relied on paper forms, emails, and spreadsheets. Obtaining approvals was one of the main operational bottlenecks. As online sales accelerated and remote work became the norm, the finance team faced increasing pressure to handle a growing volume of requests while maintaining service quality.

Lacoste implemented Pipefy to centralize and standardize its reimbursement workflow. Customer Service, Tax, Accounting, and Accounts Payable teams began managing the process through a single platform, ensuring consistency and visibility across every stage.

Automation rules were introduced to eliminate repetitive tasks, including communications and information handoffs between departments. The standardized workflow improved traceability, operational visibility, and gave teams greater autonomy to manage and monitor their activities.

With standardized workflows and automation in place, Lacoste increased operational efficiency without expanding its team. Centralized information reduced rework, improved process tracking, and provided managers with greater control over operations.

The success of the reimbursement process encouraged additional departments to adopt the platform, accelerating digital transformation initiatives across the organization.

With nearly 90 years of history, Lacoste is part of MF Brands Group and operates in 98 countries with approximately 1,100 stores worldwide. The company serves customers globally through its retail and e-commerce operations.