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Case Study

Tracksmith uses Returnly to go the extra mile on their returns

See how Tracksmith not only increase sales, but also shows customers that with their brand convenience and quality comes first.

The Challenge

Tracksmith has a loyal brand following that’s been cultivated over years by their exceptional customer experience. Tracksmith works hard to ensure their customers get a product they love, so when a purchase doesn’t work out they do everything they can to make it right. They would give customers the options to pick a new size or color, or the option to shop for any item across their site after the return with Returnly Credit. They learned from customers that wanted the flexibility to exchange for different items. So for example, instead of exchanging a medium for a large, they wanted to be able to swap a shirt for a pair of shorts — and to do all of this as quickly and easily as possible.

The Solution

When Eric Ashe, Head of Customer and Account Management, heard about Returnly’s latest feature Shop Collections, he knew this was exactly what customers wanted. Shop Collections lets customers exchange for any item and captures upsell dollars directly from the return portal.

He knew it would be another tool in his kit to retain more customers and revenue from returns while giving Tracksmith’s customers the best experience possible.

“We have a really loyal customer base, and they typically know what item they want to exchange for when they’re making a return. They know they’re going to get Returnly Credit so they can get the right product, but going the extra mile to make it even more convenient was a priority for us.”

The Solution

The Results

Tracksmith immediately saw success with Shop Collections.

“We turned it on without any added language on our returns center to see what would happen. Right away customers started using it without any additional explanation or guidance — in this case, no news is good news!”

In addition to meeting their customer expectations, Tracksmith has seen significant adoption with customers opting to find something new right from the return portal. “It’s so intuitive that customers are able to guide themselves through the process. If they know what they want, we’re really proud to offer this level of convenience, and if they need more time to think about their next purchase, they have Returnly Credit to use later. It’s the best of both worlds.”

Shop Collections is helping drive incremental revenue for their business as well — on average customers that exchange for a different item, outspend their original purchase by an additional $6.56. “Our customers love it, and we're converting more refunds into exchanges. Plus with Returnly, we’re able to automate everything. We have a lot of exchanges happening, but thanks to instant fulfillment we didn’t run into issues with stockouts.”

  • Brand image

    Industry Athletic Apparel

    Key Products Shop Collections, Returnly Credit

    Website https://www.tracksmith.com/

Eric Ashe, Head of Customer & Account Management

“We’re really proud to offer this level of convenience, and if customers need more time to think about their next purchase, they have Returnly Credit to use later. It’s the best of both worlds.”

Eric Ashe, Head of Customer & Account Management

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