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Case Study

Supergoop! uses Returnly to go green with their online returns

See how Supergoop! uses Returnly to improve retention, loyalty and impact with returnless refunds.

The Challenge

In 2018, Supergoop!, a leading skincare brand focused on sun protection, needed a solution to automate their online returns. As the company doubled down on DTC and built out their website, they knew the impact that their returns experience would have on creating a lasting relationship with their new customers. In order to manage their growth and build loyalty, Supergoop! chose Returnly as their post-purchase software.

With a mission of eradicating skin cancer by making sun protection available to everyone, the Returnly Credit solution made it possible for customers to instantly shop again after their return helping them quickly and easily find the perfect SPF match.

After two years of being happy Returnly users, they were ready to tackle their next challenge as a green skincare brand -- offering a sustainable return solution.

The demand for clean beauty has exploded over the last couple of years, and Supergoop! has been leading the way. By making products that are safe for both people and the environment, the team set out to find new ways to be even more green. For Christine Sawtell, Head of Customer Care at Supergoop!, that meant rethinking online returns.

The Solution

Returnly’s Green Returns solution uses machine learning and data science to make real-time policy decisions when an item can’t be resold. With Green Returns, Supergoop! could now refund customers without having to ship back an unwanted return eliminating the waste these shipments would create — from carbon emissions to landfill waste. Coupled with Returnly Credit they were able to better retain revenue and even capture upsell value on return.

The Solution

The Results

Supergoop! launched Green Returns during their peak season, Spring Break to Labor Day, and saw explosive growth. “We started with a 60 day test and it was a very successful addition to our return solution,” said Christine. During the test Supergoop! saw an additional $25,000 in incremental sales. In addition to the direct impact on their bottom line, their CSAT score jumped up to 98%.

“It’s one thing to talk about being green, but it’s another thing to take action. After launching Green Returns, our customers started reaching out with so much positive feedback, because they saw us taking actual steps to embrace our mission in a new way.”

  • Brand image

    Industry Skincare

    Products used Green Returns & Returnly Credit

    Website www.supergoop.com

Christine Sawtelle, Sr. Manager, Customer Care

“Returnly has been completely game-changing for us. Allowing our customers to keep items that can’t be resold and then offering them Returnly Credit to find something new is as customer-friendly as it gets.”

Christine Sawtelle, Sr. Manager, Customer Care

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