How Loop helped Princess Polly wow customers with streamlined returns

“Our number one core value is customer-centricity,” says Alexandria Collis, Senior Director of Operations at Princess Polly, a trendsetting women’s apparel brand. “Being an ecommerce brand gives us the opportunity to personalize experiences and create outstanding, and even award-winning, experiences.”

But returns were “the unsexy part” of the process, where the brand didn’t always feel confident in their ability to deliver on those values. When Princess Polly first expanded from Australia to the US, they’d simply been processing returns manually, and knew they needed to level up to build a returns experience they could stand behind.

They considered their vendor selection carefully: “We are so close to our customer experience that we needed to make sure that whoever we moved forward with was focused on our individual customer experience,” says Collis.

Loop was the clear winner: From Day One, Loop’s merchant success team has worked with the brand to build personalized workflows to streamline the returns process and delight their customers.

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Collis says that Loop has helped the brand boost efficiency in their returns workflows, and streamlined the customer experience. “We have seen a massive increase in our CSAT scores since implementing Loop,” says Collis, with scores jumping from 80% to 90%.

Customers are thrilled with the new returns process—and so is Princess Polly. With Loop’s support, they’ve been able to bring the returns experience in line with their customer-first values, helping them delight their shoppers throughout the entire customer journey.

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