Rothy’s, Draper James Cut Return Rates After Adopting ‘One-Click’ Exchange

Rothy’s and Draper James have increased online product exchange rates after implementing the Happy Returns online return and exchange service. Since last year, Happy Returns has featured one-click exchange options based on the item returned, return reason and real-time availability of similar items. The service seeks to convert as many returns into exchanges as possible to maximize the profitability of a given item and decrease the price on returns.

“Our exchange rate increased 33% after we switched to Happy Returns’ online return and exchange service,” said Heather Howard, VP of Operations and People, Rothy’s in a statement. “We couldn’t be happier. Our customers love it, our net return rate is down, and the Happy Returns team has been fantastic to work with.”

Additional retailers including American Giant, Huckberry, Cuts Clothing and Ministry of Supply have switched to the service, which equips retailers with a customizable online flow that is designed to retain revenue (instead of losing it with a refund) and give shoppers flexibility in returning products.


“Since switching to Happy Returns, customer satisfaction has increased tremendously and our returns processing time has been cut in half,” said Carter Shae, VP at Cuts Clothing in a statement. “We have also seen a substantial spike in exchange rate versus customers asking for refunds. The ease of using Happy Returns gives customers confidence to make secondary purchases.”

Happy Returns also has debuted new pricing tiers based on a retailer’s anticipated return volume, with pricing starting at $350 per month. The new pricing model allows smaller retailers and their shoppers to utilize the online return and exchange experience.

Additionally, the service introduced a dynamic display which presents different methods for returning items, such as returns to retail stores, returns by mail or return drop-off at Happy Returns’ network of more than 700 Return Bar locations.

Retailers can purchase the service for their web sites and subscribers can deploy the software in their stores. With a real-time view of inventory, store associates could navigate the interface to process returns.



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