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

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%.

“Building our customers' loyalty and creating a community, a customer base loyal to our brand and our philosophy, became a priority for us. And we knew that to achieve it we needed a returns process in line with our customers' expectations. _{Marta Meseguer, COO, Born Living Yoga}

‍

‍

Born Living Yoga started with very personal service and a Customer Service team that handled everything by hand, by phone and email. As it grew, that manual process became unsustainable. They needed to automate returns without losing closeness with the customer.

“The moment we started to grow, we saw this was unsustainable operationally, so we focused on activating a system that would automate the whole returns process.” _{Marta Meseguer, COO, Born Living Yoga}

‍

‍

With Reveni and instant refunds, returns became automated. The clearest result: when a customer requests a return, repeat purchases went from 5% to 12%. For the team it was a relief: less pressure, simpler daily tasks, and more room for logistics to receive and check the goods.

“Before working with Reveni, when someone requested a return, the repurchase rate in that case was 5%. Since we've worked with Reveni, that figure has risen to 12%.” _{Marta Meseguer, COO, Born Living Yoga}

‍

‍

For Born Living Yoga, the post-purchase moment is exactly where repeat purchases are fostered. Returns aren't negative: they give valuable information to improve the post-purchase experience and even the buying process itself. And the relationship with Reveni, two young companies, helps them keep improving fast.

“You can really tell that, in the end, both Reveni and Born are young companies that believe in a project. That pushes us to find solutions quickly that help us improve our processes, making them much more agile and easier for our customers.” _{Marta Meseguer, COO, Born Living Yoga}

‍

‍

For Born Living Yoga, a return is a chance to keep the customer. Instant refunds and turning a return into a sale set them apart and drive repeat purchases. They'd make the same decision again without hesitation.

“It was 100% a very good decision. It's an extra service we're giving our customers that sets us apart from the competition, encouraging a new customer to buy again and showing those who already knew us that we take their needs into account, helping them to buy again.” _{Marta Meseguer, COO, Born Living Yoga}

‍

‍