Kallie & Co. decreases operating costs and manual labor by investing in Returnly
Read how Kallie & Co. turns returns and customer support into a profit center.
The Challenge
Prior to Returnly, Kallie & Co.'s returns and exchange process was entirely manual and, as Founder Nadia Martinez recalls, “a huge headache.” Putting pen to paper to track returns wasn’t working for Martinez and her team, and she knew they needed to automate returns and offer exchanges – something especially critical for a vertical with a higher-than-average exchange rate since fit and comfort are top of mind for customers. “Returns management was at least a part time job, eating up time my team and I simply didn’t have.”
The Solution
Martinez recalls her first interaction with Returnly: “I was exchanging with another sustainable brand, and saw their process was run by Returnly. I assumed adding something like Returnly to our tech stack would be out of our budget, but I quickly realized I was paying someone even more to manage returns manually. With Returnly in place, I can focus on growth strategy instead of exchanges and returns; it’s made all the difference in the world.”
The Results
Outcome #1 - More exchanges and revenue retained
When it comes to tracking success, Martinez looks beyond returns alone. “Our shoes are entirely handmade which means sizing can differ slighty from shoe to shoe. Without offering exchanges, our only option would be to refund the customer when their original purchase doesn’t work out. When I look at our success metrics, I focus not only on automated returns but also on exchanges and what we’re retaining by using Returnly.”
Outcome #2 - Efficiencies with Returnly auto-settlement
Time savings for the Kallie team compounded with Returnly. “Time we previously spent processing returns equated to a part time role. Not only does Returnly eliminate all that manual work, but we’re also saving time with auto-settlement. Refunding customers is one less thing my team touches on a daily basis.”
Outcome #3 - Centralized customer data with Gorgias
Kallie USA also recruits the help of ecommerce helpdesk Gorgias to turn their customer service into a profit center. “Returnly’s integration with Gorgias is amazing. We can see the order number, initiated return, what they chose for an exchange and so much more directly in the widget. It makes our CS lead’s job so much easier, allowing her to look at an order and know immediately what the next step is.”
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Industry Footwear
Key Products Automated returns, Exchanges
Website returns.kallieusa.com
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Business Impact
33% revenue retained by Returnly, 100% automation
“I assumed adding a solution like Returnly to our tech stack would be out of budget, but I quickly realized I was paying someone even more to manage returns manually. With Returnly, I can now focus on growth; it makes the world of a difference.”
Nadia Martinez, Founder