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Greats

How Greats delivers instant exchanges for modern shoe shoppers

See how luxury footwear brand, Greats, delivers the fastest exchange experience possible driving a 94% shopper satisfaction rating.

The challenge

Unsurprisingly, size and fit remain a big challenge for online footwear brands and the exchange process used by most is flawed. By the time a shopper receives their original purchase, tries it on, ships it back, waits for the item to be received and inspected, it can be weeks before the new pair ships out. Greats needed a better, faster return process to ensure they could deliver a superior experience from order to exchange, and beyond.

The solution

To improve the speed and efficiency of returns and exchanges for its customers, Greats partnered with Returnly. Now when a Greats customer chooses to initiate a return, they’re immediately asked if they’d like to exchange their initial purchase for a new size. After only a few clicks, their new item is shipped, even before the customer returns their original purchase. Being able to ship the new product before receiving and inspecting the original purchase dramatically cuts the time it takes for shoppers to get their new items. If a customer would simply like to return their purchase altogether, the process is just as easy.

By working with Returnly, qualified customers are also offered a return credit that allows them to immediately shop again with Greats.

The solution

The results

Outcome #1 – Exceeding customer expectations

On average, customers making an exchange receive their new item within three days of starting the return. And because they don’t have to ship the original back right away, they can compare their two pairs side-by-side, making their decision that much easier. The seamless experience has improved customer happiness and resulted in a return satisfaction rating of 94%, driving real value for the business.

Outcome #2 – Accelerating time-to-repurchase

With the streamlined return process, customers are buying again much more quickly. In fact, 95% of Greats’ shoppers that repurchase or exchange, convert on the same day that they start their return with their new order shipping out right away. In the case of both repurchases and exchanges, Returnly assumes the risk and settles the new order in real-time.

Outcome #3 – Fast fit for first-time shoppers

By making it as easy as possible for shoppers to find their fit, Greats has been able to put its best foot forward to turn more first-time buyers into happy customers that come back to their business time and time again.

  • Brand image

    Industry Footwear

    Products used Instant Exchanges & Credit, Analytics

    Website www.greats.com

  • Business Impact

    Majority of customers get their new sneakers before returning the originals, driving a 94% satisfaction rating.

Ryan Babenzien, Founder & CEO

“Returnly’s instant exchange solution is a key component to making sure we are delivering the best possible online experience for our shoppers.”

Ryan Babenzien, Founder & CEO

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