Studs generates additional retained revenue on one in five of their returns with Loop

The Challenge: A better returns experience with more choice

Studs offers a modern solution to the previously outdated ear piercing industry and cumbersome process surrounding it. They like to think of themselves as Claire’s for Gen-Z and millennials, and are focused on people ages 18-35. As such, they’ve found their customers are highly engaged brand loyalists that love to create and share their one-of-a-kind earscape styles.

“We needed a customizable returns platform that could scale with our business, that’s when we turned to Loop,” says Yong.

“Loop has helped us to extend a truly elevated experience to every customer, allowing them to navigate returns or exchanges with little friction and plenty of options,” says Gulick.

Smart Custom Rules and Workflows lead to 20% retained revenue

The most impactful material change Studs noticed upon joining Loop was their ability to offer their customers comprehensive exchanges—in other words, they could enable shoppers to browse their entire product catalog during an exchange rather than a variation of their return item.

With Custom Rules and Workflows, Studs enables further improved customer experiences since this enables merchants to optimize workflows and policy rules, and offer advanced exchanges, bundles, or keep item capabilities.

This is instrumental in delivering on their promise to treat each ear and earring as unique, whereas previously they were unable to extend that promise post-purchase.

Workflows

Make returns feel like shopping

Studs leverages Insights to improve customer experience

Studs continues to remain impressed by their newfound, insightful return data which helps them make better informed business decisions, as well as their ability to scale their return process as they grow.

Insights is a powerful tool that grants access to in-depth data around return reasons, customer behavior, and operations—all of which is uniquely leveraged by Studs to scale their business and to understand how they can better serve their customer’s needs. Knowing why certain earrings are returned more often, say due to sizing or color inconsistencies, allows them to fix these issues and proactively avoid unnecessary future returns.

Insights

Loop’s automation tools revolutionize manual returns processes

The Outcome: Growth, customer satisfaction, and savings

As a hyper-growth start-up, Studs is continuously launching new initiatives, opening new stores, and offering new earrings, so they needed a partner that would support them every step of the way. “We’ve seen returns transform into exchanges more frequently, supporting our growing business by helping us retain additional revenue,” says Yong.