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Case Study

Lane Boots maximizes purchasing power with Returnly and Affirm

See how Lane Boots puts the return in customers' hands and prevents over refunding.

The Challenge

High end footwear brand Lane Boots is rooted in western influence. But as demand grew across borders, so did their need to offer customers automated returns and exchanges without contacting support. Head of Customer Service Tanja Ellis explains: “Previously, customers had to reach out over phone or email to start a return. We would manually enter the return into our system, create the label and draft the follow up email. The process was tedious, time consuming, and would sometimes trigger multiple refunds incorrectly. We knew there had to be a better way to serve our customers and alleviate our team from so many manual tasks.”

The Solution

When the Lane Boots team heard about Returnly, they were eager to get started. “We could not bring on Returnly fast enough. Ever since we began using the platform to automate returns, it’s proven to be amazing.” With Returnly, Tanja and her team can automate the entire returns process from label generation to refund or exchange, taking manual work off her team’s plate and having a notable impact on Lane Boots’ bottom line.

The Solution

The Results

Outcome #1 - Significant time savings

Not only does Returnly simplify returns for Lane Boots customers, but flexible policy controls and automation allows Tanja to support more customers in less time. “Previously we had to juggle chat, emails and phone calls to support hundreds of customers with high touch support. By automating the process using Returnly, we save so much time while putting the return in the customer’s hands.” With Returnly, Lane Boots now automates 90% of returns and provides even more personalized support using Zendesk. “Returnly’s integration with Zendesk saves me so much time switching between apps, and we love having RMA details directly in widget to deliver more personalized support based on my customer’s shopping history.”

Outcome #2 - Maximum purchasing power with Affirm

Lane Boots maximizes shopper purchasing power offering the ability to select Affirm at checkout. With Affirm, customers can pay for their purchase over time without any fees to get the things they love without breaking their budget. “Customers absolutely love being able to pay in installments, especially during seasons when they have other expenses to consider such as our bridal clients. Should a customer need to return an item they purchased using Affim, we don’t have to worry about over refunding with Returnly in place. We love Returnly and Affirm working together. They’re two of the best tools a customer service rep can use when supporting customers.”

Outcome #3 - Less stress for Accounting

With Returnly in place, Tanja’s team can access reports that streamline reconciliation and minimizes the time spent closing Lane Boots’ books. “I didn’t realize what a positive impact Returnly would have on accounting. Previously we would apply the same PO number to each transaction made by a customer. This would tie the shopper’s transactions together but cause confusion for our AR department. Now, Returnly keeps all of our exchange orders separate from the original order and enables us to limit the amount of times an item is returned or exchanged. This simplifies our accounting and makes it easier to track refunds, credits and prevent over refunding.”

  • Brand image

    Industry Footwear

    Key Products Instant Exchanges, Returnly Credit, Affirm

    Website returns.laneboots.com

  • Business Impact

    27% exchange conversion, 20% repurchase uplift, 90% CSAT

Tanja Ellis, Head of Customer Service

“We love Returnly and Affirm working together. They’re two of the best tools a customer service rep can have available to them when supporting customers.”

Tanja Ellis, Head of Customer Service

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