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Case Study

Dolan decreases returns and captures net new revenue with Returnly

Read how Dolan uses easy returns to build trust with first-time shoppers and loyalists alike.

The Challenge

When Dolan’s Head of Digital Content Marketing Felicia Halloran joined the team, she walked through the customer journey and quickly realized the return and exchange process was quite clunky. “Once we manually approved a return, the customer would receive an approval notice days later. It was frustrating, slow, and I felt the lack of exchange options was a real missed opportunity. I knew we needed a service like Returnly to help make the process less cumbersome and give customers a path to repurchase.”

The Solution

After speaking with a handful of potential partners, Halloran and her team chose Returnly. “I had a positive experience using the platform as a customer shopping other brands who offer Returnly, but what really differentiated the product was Returnly Credit. Our customers enjoy the many benefits of the automation plus the ability to shop again after initiating a return.”

The Solution

The Results

Outcome #1 - Visibility into business performance and customer satisfaction

The Dolan team continuously monitors performance to optimize their post-purchase experience and drive returns down over time. “We access Returnly’s Analytics Dashboard on a daily basis to review and report out to our founder. We’re able to easily track first time orders, how much customers are returning and items they are keeping. In this way we can monitor what we’re doing really well and areas for improvement, allowing us to decrease returns over time.”

With a wide range of metrics at their fingertips, the Dolan team could quickly realize that even if a customer had to return, they’re still very happy with the experience as a whole as reflected in their outstanding customer satisfaction score of 92%.

Outcome #2 - Revenue retention with Instant Exchanges and Credit

With Returnly Credit, Dolan shoppers can find something new while waiting for their return to be processed. "In addition to Returnly's more competitive pricing, Returnly Credit is such a differentiator for us. We find a lot of our customers love using it to find something new, and any exchanges or repurchases ship instantly. With Returnly, we retain 30% of otherwise lost revenue.”

Outcome #3 - A returns policy that builds trust

In the competitive landscape that is ecommerce, the Dolan team works to ease shopper hesitation even before the sale. “We actively promote that returns and exchanges ship free and instantly with Returnly. We prioritize marketing our policies online and in customer service communication, leading to increased confidence when purchasing - whether customers are first timers or loyalists.”

  • Brand image

    Industry Medical scrubs, apparel

    Key Products Instant Exchanges, Returnly Credit

    Website returns.shopdolan.com

  • Business Impact

    30% revenue retained by Returnly, 100% automation

Felicia Halloran, Head of Digital Content Marketing

“Returnly Credit is such a differentiator for us. We find a lot of our customers love using it to find something new, and any exchanges or repurchases ship instantly. With Returnly, we retain 30% of otherwise lost revenue.”

Felicia Halloran, Head of Digital Content Marketing

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