A refund is a quiet goodbye. An exchange is a reason to come back.

A brand with a story stitched in

Generating a loyal customer base has always been a priority for Born Living Yoga, the leading athleisure fashion brand in Spain and with strong expansion in Europe. To achieve this, offering a returns process in line with their expectations was essential.

‍

And with Reveni they have succeeded. Thanks to offering a simple and agile returns process, where exchanges are encouraged, the brand has managed to increase its repurchase rate by 140%.

‍

In this success story, Marta Meseguer, COO of the brand, tells us:

What the returns process was like before Reveni was activated.
What have been the benefits of including Reveni in their operations and how has it helped them increase their repurchase ratio from 5% to 12% in just a few months?
How Reveni is helping Born Living Yoga's Customer Service and Logistics teams to improve their operations and have more satisfied customers with the processes.

Centralize your logistics in one platform

Read related stories

At Pompeii, 40% choose an exchange or store credit over a refund.

Pompeii stopped seeing it as a lost sale. It became a second chance: 40% pick an exchange or store credit over a refund. The money stays, and so does the customer.

The team handled every return. Now they handle what matters

At Singularu no one could return without the team approving it by hand. With Reveni the customer handles it herself, instantly, and the team does what matters.

At Deluem, the creative director ended up managing returns

At Deluem, returns ended up on the creative director desk. Automating them with Reveni gave the team those hours back and turned post-purchase into repeat sales.

A refund is a quiet goodbye. An exchange is a reason to come back.

Born Living Yoga saw it early: when a customer asked for her money back, they didn't leave it as a cold transaction. With Reveni's instant refund, repurchase went from 5% to 12%.

Returning became the reason to come back

At Flabelus, 13% of those who return buy again with the instant refund, and nearly half the same day. A fast-growing brand needed processes that kept up.

Optimize the daily work of your Customer Service team

It starts with a slow return. Sepiia broke that chain by moving reverse logistics to Reveni: less friction on every exchange and a better experience for whoever lives it.

Only 8% of customers came back. With better post-purchase, now 30% do.

Only 8% of Morrison customers used to buy again. Today 30% do. They moved reverse logistics to Reveni and the team handles 50% fewer messages.

10 days of waiting. Now, seconds. Support calls fell 20%

Bella Freud took up to 10 days to refund. With Reveni refunds became instant: support calls dropped 20% and their Trustpilot climbed from 4.3 to 4.8.

Returns used to live on a spreadsheet. Reveni made them instant and saved 64 days of customer support time.

P&Co handled returns one by one on a spreadsheet. That ate 64 days of support time a year. With Reveni, refunds and exchanges became instant.