How KEEN optimized its global returns strategy with Loop

“Returns are a major issue for footwear,” says Sam Buckingham, Director of Global Digital Product for KEEN, a U.S.-based footwear company that sells sustainably-made shoes for hiking and everyday needs. The brand has a strong presence in both retail stores and online, with a large global audience that extends to Europe and Japan.

“Everyone has different feet, and shoes fit differently, and it’s hard to solve the problem of finding the shoes you like when you’re buying them online. So having a seamless returns experience is absolutely critical.”

When the brand began their search for a returns operations platform, they knew that as a Shopify Plus store, it was important for them to choose a partner that was natively built with Shopify. By using apps built for the Shopify ecosystem, they could streamline many common use cases, “and we specifically saw that with Loop Returns,” says Buckingham. “We did look at an array of different options, and [choosing Loop] was ultimately a no-brainer.”

As KEEN began working with Loop, they identified a number of issues that could make the returns process stronger for the brand. “Loop was extremely responsive and actually was making incremental improvements to the product based on the global scale and reach of our business. We weren’t just getting told, ‘we’re going to put that in our product roadmap.’ We were actually getting results.”

By partnering with Loop, KEEN has been able to convert more of their returns into product exchanges, helping them boost their customer loyalty and retain revenue from returns. Buckingham is excited to continue exploring how Loop and its integration partners can help KEEN scale a seamless returns process that unlocks new revenue opportunities.

When choosing a returns management solution, he says, “I would advise people to take a step back and look at the bigger picture… Cost wasn’t necessarily the biggest driver in choosing the solution. Finding the absolute best thing out there was.”

Ready to optimize returns for your Shopify Plus store? Get a demo of Loop to see how we stack up.