Log in Request a demo
Case Study

Oiselle leverages Returnly as a powerful acquisition tool to attract new customers

Read how Oiselle uses Returnly's flexible controls to offer return promotions and grow their customer base.

The Challenge

Prior to Returnly, Oiselle’s process involved providing customers shipping instructions to manage returns independently which often resulted in shipments arriving well past their return deadline. The unpredictable, lengthy and manual process forced the team to spend more time tracking down order details rather than focusing on product development and optimizing efficiencies.

The Solution

Oiselle set out to find a returns partner that would enable them to offer an exceptional customer experience, bringing them to Returnly. Customer Care Lead Sydney Tooze explains, “We knew that with easier returns and exchanges we could attract and retain more customers. For that reason we have always viewed Returnly as a strong customer retention tool that allows us to increase our repeat customer rate.”

The Solution

The Results

Outcome #1 - A new customer acquisition tool

The Oiselle team knows acquiring new customers can be time intensive and costly, which is why they experiment with flexible controls and policies to minimize shopper hesitation and drive conversions. “With Returnly, we can offer free return promotions as granularly as at the product level. An example of this is when we offer free try-ons and returns. We ran a campaign focused on encouraging shoppers to try our running bras, and let them know upfront that if it wasn’t the right item they could return it for free. With these types of flexible controls, we view Returnly as a powerful acquisition tool that enables us to attract new customers.”

Outcome #2 - Granular customer and product feedback

With Returnly in place, Oiselle can see why certain items are coming back to better understand areas for improvement across product development and the customer experience as a whole. “We share customer feedback including return reasons with our entire company. For example, if we see a product being returned more than others, we surface it with both our design and web teams. This information sharing drives improvements not only in the products themselves, but also on product description pages and sizing guides so we can better inform customers and decrease returns over time.”

Outcome #3 - Efficient, timely support with Zendesk

With Returnly, the Oiselle team can integrate seamlessly with help desk Zendesk to optimize efficiencies across their support department. “Returnly’s integration with Zendesk allows us to save time in the rare instances where we are manually serving customers. Our team doesn’t have to switch back and forth between apps - we can simply view RMA information all in one place, making it possible to support customers faster than ever before.”

  • Brand image

    Industry Apparel, sportswear

    Key Products Instant Exchanges

    Website returns.oiselle.com

  • Business Impact

    19% revenue retained by Returnly, 84% automation

Sydney Tooze, Customer Care Lead

“With Returnly, we can offer free return promotions as granularly as at the product level. With these types of flexible controls, we view Returnly as a powerful acquisition tool that enables us to attract new customers.”

Sydney Tooze, Customer Care Lead

You might also like

See all stories
Case study

Mark Walhberg’s MUNICIPAL Retains 43% Returns Revenue with Returnly.

Read story
Case study

Tracksmith Uses Returnly to Go the Extra Mile on Returns

Read story
Case study

Switching from Loop to Returnly Saves Tradlands Upwards of 70% in Monthly Returns Costs

Read story
See all stories