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Case Study

shortyLOVE Unlocks Sustainable Growth by Automating Returns

Read how shortyLOVE builds a loyal customer base and unlocks growth opportunities with Returnly.

The Challenge

ShortyLOVE founder Sloane Grossberg has impressive roots at large design houses and brands ranging from Marc Jacobs to Gap Inc. When it came time to launch her own brand shortyLOVE, the business started at home. Marketing and Operations Lead Rob Grossberg remembers the company’s early growth stage saying, “We started running shortyLOVE entirely from home. As we continued to grow we knew we would need a returns solution that could run itself to free up time so our team could take on other pressing tasks as we continued to expand.”

The Solution

Grossberg began researching return partners and found everything they were looking for and more with Returnly. He soon realized that not only could Returnly automate returns entirely but also allow shortyLOVE to provide a self-serve customer experience, offer Instant Exchanges and unlock the ability to grow and scale.

The Solution

The Results

Outcome #1 - Automated returns for sustainable growth

Even with the added responsibility that comes with rapidly expanding, Grossberg prioritizes staying lean to further invest in greater business growth. “Though we look like a huge company in terms of sales and customers, Returnly’s automation helps us remain a lean team.” As the business grows online and through social media channels, the shortyLOVE team leans on automation and integration with Returnly to streamline processes across all platforms.

Outcome #2 - A returns policy customers love

Providing exceptional customer service is a non-negotiable for shortyLOVE. “A top priority for us is offering an easy, seamless process to customers. We continue to build a really loyal customer base, and returns and exchanges are all a part of that.” Though they know maintaining a personalized touch and relationship with customers is key, the shortyLOVE team optimizes efficiencies wherever possible. “While we love interacting with our customers, we minimize inbound questions by proactively marketing our returns process throughout our website. With Returnly, our customers know up front that our process is straightforward and easy, ultimately saving both us and our customers time and energy.”

Outcome #3 - A truly instant, self-serve experience

Offering Instant Exchanges further allows shortyLOVE customers to self manage. When the customer does opt to exchange for a different item, their exchange order ships instantly even before they’ve sent back their original purchase. “When we started offering Instant Exchanges, it was one more way we could serve our customers driving loyalty with instant shipping while eliminating any potential stockouts. As Returnly has evolved, it has allowed our business to evolve as well.”

  • Brand image

    Industry Handbags and totes

    Key Products Instant Exchanges

    Website returns.shortylove.com

  • Business Impact

    87% automated returns, 20% revenue retained by Returnly

Rob Grossberg, Marketing and Operations Lead

“When we started offering Instant Exchanges, it was one more way we could serve our customers driving loyalty with instant shipping while eliminating any potential stockouts. As Returnly has evolved, it has allowed our business to evolve as well.”

Rob Grossberg, Marketing and Operations Lead

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