Loop helps LSKD retain revenue on over half of their returns

The Challenge: Manual returns were an expensive headache

As a growing ecommerce business, LSKD needed to offer customers the options to return or exchange items that didn’t work for them—but they didn’t have an automated process for managing returns.

Every time a shopper requested a return, they would need to engage directly with customer support, and the entire process could take six weeks or longer. The company didn’t have an option to offer exchanges seamlessly, so they missed the opportunity to retain revenue from offering customers a different option they might enjoy.

Overall, the returns process provided a poor customer experience that didn’t match the rest of their brand—and led to lost customer relationships that could have been retained with a smoother process.

With Shop Now, LSKD retains revenue on 53% of their returns

Shop Now enables customers to shop across LSKD’s entire real-time inventory when considering a product exchange, leading to a seamless exchange process with endless potential for upsells, as customers have the chance to consider any product in the store.

Bonus Credit sweetens the deal even more, offering customers extra store credit to put towards another purchase to incentivize customers who might otherwise seek a refund – helping LSKD keep the customer relationship in play and providing opportunities for more retained revenue.

“Thanks to Loop, LSKD sees returns as another revenue channel now. Loop gives us the tools to encourage returns and empowers customers to buy with confidence,” says Cumming.

Workflows

Further customize your automated returns

The Outcome: Automation saved LSKD valuable customer support time

By implementing Loop’s exchange-first automated returns management solution, LSKD was able to transform the returns process into a seamless experience that helped them maintain more revenue – and keep more returning customers.

“Loop’s allowed us to stop thinking of returns as a returned item or returned revenue and start thinking of it as a returning customer, so we can wow the shit out of them,” says Jemma Cumming, Continuous Improvement Lead at LSKD.

Shop now & Later

Make returns feel like shopping (with bonus credit)