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

How to optimise your returns process and build customer loyalty

Since it was founded in 2014, Pompeii Brand has put its customers at the heart of its strategy, making loyalty a priority for the brand.

Now that they have been offering Reveni to their customers for over a year, we spoke to Jorge Vidri, Co-founder of Pompeii Brand, to find out how optimising their returns process has helped them offer a better customer experience and increase repeat purchases.

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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.