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Case Study

Paul Evans drives new revenue through returns

Find out how direct-to-consumer luxury footwear brand, Paul Evans, uses Returnly drive new sales, increase cart uplift and scale returns management.

The Challenge

As a high-end leather shoe brand, delivering a positive customer experience was a high priority for Paul Evans. Not uncommon in footwear, the vast majority of the companies returns were size or fit-related. As the online business quickly grew, the manual return process had become a pain-point for both the staff and shoppers. With the goal of making the online experience as frictionless as possible, Paul Evans needed a better way to manage returns.

The Solution

Paul Evans leverages Returnly automating the return and refund process completely. Shoppers can get a replacement return label and manage the entire returns process on their own, reducing otherwise manual tasks for the Paul Evans team. Plus, Returnly acts as more than a returns portal. Being able to offer customers an instant credit to shop again or an instant exchange not only increases repurchase conversions, but it has made a lasting impact on customer satisfaction.

The Solution

The Results

Outcome #1 – Massive Time-Savings

There are countless use cases and questions that arise during returns that result in high-touch, low-value chores like generating return shipping labels. Returnly allows customers to easily handle the returns process on their own, eliminating these manual tasks and freeing up the Paul Evans team to focus on what matters most - growing their business.

Outcome #2 – Zero Risk

With Returnly Credit, Paul Evans can issue instant credit to their best customers to get the right item, before returning the wrong one. If the shoes are lost in the mail or come back damaged, they don’t have to worry. Returnly settles the new order with Paul Evans in real-time and assumes 100% of the shopper and product return risk.

Outcome #3 – Higher Top-Line Sales

By offering the instant credit and exchange experience, Paul Evans has seen a massive increase in top-line sales, converting 37% of their online returns into new sales. When customers are given the instant credit, Paul Evans is seeing shoppers adding to cart and spending more than their original creating truly hands-off, incremental revenue that would not have happened otherwise.

  • Brand image

    Industry Footwear, Luxury

    Products used Credit

    Website www.paulevansny.com

  • 37%

    Repurchase conversion rate

Evan Fript, Co-Founder & CEO

“It‘s more than just a returns portal. Returnly is driving actual uplift that wouldn‘t have happened otherwise.”

Evan Fript, Co-Founder & CEO

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