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.
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.
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.
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.
Products used Instant Exchanges & Credit, Analytics
Majority of customers get their new sneakers before returning the originals, driving a 94% satisfaction rating.
“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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