Returnly, the post-purchase payments company that enables frictionless returns, today announced the availability of Instant Gift Exchange for Shopify Plus to enhance the holiday shopping experience for both online retailers and their customers. The one-of-a-kind Instant Gift Exchange program enables gift recipients to immediately browse a site and repurchase a preferred item, even before they return the original gift. Leading online retailers and direct to consumer (DTC) brands including Outdoor Voices, UNTUCKit, Goorin Bros., Faherty Brand and Koio, among others, are turning to Returnly to help reduce consumer stress around holiday gifting.
Pitney Bowes’ Online Shopping survey shows that consumer dissatisfaction with the holiday shopping experience has reached 60 percent, nearly double from 2015 and up four percentage points from last year. Online returns present added stress for holiday gift givers, as they may not know the exact preferences, tastes, or sizing for their intended recipient. Returnly’s Instant Gift Exchange helps solve these holiday headaches for consumers, enabling gift recipients to get something they love right away.
Instant Gift Exchange also helps retailers showcase their brand to a completely new audience and create incremental sales. Returnly data across millions of shipments shows that repurchase rates increase three times the industry average when shoppers starting returns online are given the opportunity to buy again with their return credit before shipping returns back. This levels the field for digital native brands, who are traditionally at a disadvantage with big retailers that can re-engage customers during the holidays in physical locations.
“We’re always looking for ways to provide the best experience possible to our customers,” said Chris Wichert, Co-Founder of Koio. “Offering instant gift exchanges through Returnly is yet another way we can improve customer satisfaction and provide a seamless experience for our users, whether they’re shopping for themselves or a loved one.”
Returnly data also shows returns volume grows three to four times higher the week following Christmas. As merchants continue to focus on pre- and post-holiday, it’s important that they factor in how much an improved returns experience can reduce overhead, like support call volume.
“We’ve heard from our customers that they love Returnly because it’s so easy and user friendly,” said Jennifer Logiudice, Director of Customer Service Operations, Goorin Bros. “Our past return process was very manual, and our service tickets were 75% about returns. Since implementing Returnly we are down to about 5%. It’s been a game changer for our customers and for our Customer Service team.”
Returnly helps online retailers and brands bring frictionless returns to the modern shopper. The post-purchase payments company lets consumers buy again using their return credit before shipping the original items back, driving loyalty and incremental sales. Returnly settles orders made with credit in real-time and takes the product returns risk for the merchant. The result is a world-class shopping experience with an average consumer satisfaction score of 91%.
Returnly has developed a turn-key solution around its post-purchase payments technology that includes returns management tools as well as hosted and fully brandable end-customer touchpoints like package tracking, online returns and exchanges and Green Returns.