Topo Designs scales their operations for seamless returns
See how Topo Designs scaled their operations and recoups more revenue with Returnly.
Topo Designs built a fast-growing DTC brand with a loyal following, but with their success came a back-office nightmare for returns. They were losing money on every return and needed a more sophisticated solution to address their operational pains.
Problems started as soon as the return was requested. In an effort to provide their customers with a great return experience, they would preemptively authorize the refund regardless of condition of the item. Refunds were so cumbersome they needed a dedicated, full-time employee to manage the process.
The disjointed process meant the team didn’t have visibility into expected return volume or accurate inventory levels. When they received the item they had to go through several manual steps to restock in their system. Topo needed a scalable solution that connected key business tools while also helping them recoup revenue lost to returns.
Automation became the biggest priority for Matt Williams, Head of Ops and Finance. Scaling the returns process would not only improve the customer experience — faster returns equals happier customers — but also have an impact on the entire business.
Matt chose Returnly to make returns seamless and simple. Topo uses Returnly's exchanges to offer their shoppers a new variant when they initiate a return, helping them to retain revenue on the return.
The new order is placed and funded by Returnly, so the shopper can drop off their unwanted item at their convenience. Topo Designs leveraged the Celigo’s Returnly-NetSuite Integration to connect returns to their tech stack.
“We do a lot of returns, and want to make the returns process as easy as possible for the customer,” said Williams. “The back-end and customer experience is so much better now.”
Topo has automated and improved their entire returns process — from the shopper experience to inventory and financial accuracy. By integrating these applications, the customer can now answer a few questions, exchange for something new or receive a return label, and when the product arrives in the warehouse, it is automatically processed for the customer.
“Returnly is easy for our customers to use, plus it connects return across our systems. It eliminated any cause for any manual intervention and we now have the right data at our fingertips to make smart decisions.”
When customers exchange and get their new item right away, Topo sees customer satisfaction at 92%.
Williams concluded, “with Returnly it’s not only a better experience for us, but also for our customers.”
Industry Apparel & Accessories
Key Products Returns Center & API
"Returnly is easy for our customers to use, plus it connects return across our systems. We now have the right data at our fingertips to make smart decisions."
Matt Williams, Head of Ops and Finance
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