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Case Study

Alexis Bittar makes strategic business decisions leveraging Returnly data

Read how Alexis Bittar drives improvements across products and the shopper experience with Returnly data.

The Challenge

Following a re-acquisition, the team at Alexis Bittar set out to build upon brand affinity, expand their beloved product lines and bridge the gap between the ecommerce and brick-and-mortar customer experience. That’s when they began a detailed inventory of their inherited tech stack to ensure they had the right partners in place to support continued expansion and growing teams.

The Solution

Alexis Bittar knew they needed a returns partner that would enable them to retain more revenue, enhance their customer experience and alleviate supply chain friction for a seamless omni-channel experience. While their previous owner had chosen Returnly, the Alexis Bittar team was confident that it was the right solution to retain their current customers, remove friction from returns, and turn returners in to lifetime loyalists.

The Solution

The Results

Outcome #1 - More revenue retained with multi-channel shoppers

With multiple store locations, the Alexis Bittar team is mindful to deliver a complimentary experience both online and in-person. Director of Ecommerce Jessica Steele explains, “We’re always trying to find ways to close the gap between the brick-and-mortar and e-commerce experience. Returns are an inevitable part of the business, but offering Returnly has given us the opportunity to recapture revenue, specifically by offering Instant Credit which allows customers to shop again immediately after initiating a return. As for in-store, our sales associates can encourage customers to find a different product which turns those returns into new sales.”

Outcome #2 - Meaningful product insights with return reasons

Along with re-acquiring the brand came new product iterations and fresh designs. “We started wondering how we can give customers what they want and expect from us while evolving our brand and expanding to reach new audiences. Return reasons are incredibly helpful when making these types of decisions. We’re gathering feedback directly from our customers, and they’re helping us answer questions like ‘are these earrings too heavy? Do we need to offer two sizes of a bracelet if customers are telling us one size actually doesn’t fit all?’ We take this feedback incredibly seriously and funnel insights from return reasons to our design team as they prep new product lines.”

Outcome #3 - Actionable data in a few clicks

Steele and her team tap Returnly Analytics not only for day-to-day returns, but also to identify what’s working and strategic opportunities for improvement. “Returnly’s data is actionable and comprehensive. We've even used it historically to compare year-over-year trends and could identify the impact switching 3PLs made on the business. This data has been such an exciting and confirming use case - we’re really seeing the difference after switching to our new partner and having the data at our fingertips has allowed us to confirm making the switch was right for the business.”

  • Brand image

    Industry Jewelry, accessories

    Key Products Instant Exchanges, Returnly Credit

    Website returns.alexisbittar.com

  • Business Impact

    18% revenue retained by Returnly, 11% exchange conversion

Jessica Steele, Director of Ecommerce

"Offering Instant Credit allows our customers to shop again immediately after initiating a return. Plus, our in-store associates can encourage customers to find a different product which turns those returns into new sales.”

Jessica Steele, Director of Ecommerce

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