Article
Customer Story: Article + Swap
Returns are a regular part of any retail business. If customers get the wrong size, they’ll want to do a return. For a lot of brands, automating the returns process is enough of a reason to start using Swap.
Article London was a brand looking to save time and money while at the same time giving a great customer experience. After a few months using Swap’s automation features Article decided to implement Swaps ‘Shop Now’ and ‘Shop Later’ feature.
With a few clicks and a little set up, Article. was on its way to reducing refunds by 20% and transforming their returns touchpoint into a profit centre.
- Problem: Reduce refunds & retain revenue
- Solution: Implement an exchange first solution
- Key Swap Features: Shop Now, Shop Later, Instant Exchange
Result
- Reduce Refunds by 20% (going from a refund rate of 100% to 80% in just two months after turning on Shop Now and Shop Later) 🎉
- Increased upsell revenue by 150% via sales generated by Shop Now and Shop Later 🚀
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At Swap we’ve learned time and time again that the best way to reduce refunds is to eliminate them entirely. It’s all about building a post-purchase system that guides customers towards choosing an exchange instead of a refund.
There are two keys to success for brands looking to enhance their returns process
- An exchange-first returns policy
- Returns automation technology to make it work
If you want to learn more about how Swap can help just drop us a line at contact@swap-commerce.com
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