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Case Study

Pants Store eliminates stock-outs and disappointment with genuinely Instant Exchanges

Read how Pants Store earns an industry-leading 97 CSAT score with Returnly.

The Challenge

Pants Store’s E-Commerce Manager Kady Gray thinks back to the company’s manual, “old school” return process that inspired the search that eventually brought her to Returnly. “We would receive emails from customers with return requests, manually create shipping labels and log details into a massive spreadsheet. We tracked and processed returns manually, but exchanges were incredibly tough to handle on our own. We would pull and hold the exchange so it didn’t sell out before receiving the customer’s return, but the entire process was terribly inefficient and made managing inventory levels more complicated than it needed to be.”

The Solution

Gray began to search for an automated returns solution. After comparing other solutions’ hefty price tags and still-too-cumbersome processes, Gray knew there had to be a better solution out there. “I started looking at brands we admired and saw Red Dress Boutique uses Returnly, so I knew we could trust the software. I contacted Returnly and we onboarded a week before Christmas, which was wild but it saved us!”

The Solution

The Results

Outcome #1 - Efficiencies with self-serve systems

Automating returns and exchanges allows the Pants Store team to focus on bigger picture projects while providing a top notch customer experience, earning them a CSAT score of 97%. “Returnly drastically cuts down on customer service and time going back and forth trying to capture and log return details. Now, we simply direct customers to our Return Manager. It’s a fully self-serve experience for customers and completely hands-off for our team."

Outcome #2 - No more stock-outs with genuinely Instant Exchanges

Pants Store also attributes their outstanding CSAT score to the ease of exchanges. Gray’s team no longer has to pull items from inventory and wait for the return to arrive before processing the transaction. “Returnly’s truly Instant Exchanges allows us to ship the new item to our customers before they even send back their original purchase. This saves us from stock-outs and lots of frustration, ultimately providing a more positive customer experience.”

Outcome #3 - Ability to benchmark performance with Returnly Analytics

When exploring Returnly’s Analytics Dashboard, Gray turns to customer insights and actionable metrics to measure success against past performance and peers. “I’m always interested in return reasons, return and exchange rates. With Returnly Analytics, we can analyze our performance in relation to similar companies and prioritize efforts to ensure we’re in line with industry benchmarks and are optimizing our returns experience to its maximum potential.”

  • Brand image

    Industry Apparel

    Key Products Instant Exchanges, Returnly Credit

    Website returns.pantsstore.com

  • Business Impact

    33% new revenue from Instant Credit repurchases, 100% automation

Kady Gray, eCommerce Manager

“Returnly’s truly Instant Exchanges allows us to ship the new item to our customer before they even send back their original purchase. This saves us from stock-outs and lots of frustration, ultimately providing a more positive customer experience.”

Kady Gray, eCommerce Manager

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