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

Pablo, Carlota, and Jessica explain how customer loyalty has become a top priority for the brand. In addition to implementing specific programs for this purpose, activating a solution like Reveni has been crucial. It allows them to optimize their reverse logistics and provide a better experience to their customers when they request a return or exchange.

“Morrison Shoes started as a sneaker brand, but today it has become much more. More than just a fashion brand,” _{Pablo Recuenco, CEO & Co-founder, Morrison Shoes}

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Before Reveni, Morrison handled returns and exchanges by hand over email. They checked deadlines, reviewed product condition through photos, and verified stock, all manually. Customers waited, especially on weekends and holidays, and the post-purchase experience suffered.

“We handled all returns and exchanges through email. For that we followed a series of steps: checking the return or exchange window, reviewing the product's condition through photos, checking product availability in our stock, and so on.” Jessica de la Cruz Parayno, _{E-commerce Assistant - B2C, Morrison Shoes}

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With Reveni, Morrison automated returns and exchanges and made them self-service. The team stopped processing by hand and gained access to data: which model gets returned most, why, which product gets the most exchange requests. They use that to adjust things like the size guide. The clearest result: half the reverse-logistics messages.

“One of the most relevant results we've achieved thanks to Reveni has been the 50% drop in messages handled around reverse logistics. All of this now runs from the Reveni platform, which also gives us information on which model gets returned most, the reason, which product gets the most exchange requests, and so on. That lets us act quickly and, for example, review and update the size guide._{”Carlota Villena, Head of B2C & Production, Morrison Shoes}

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Morrison's challenge is to keep growing outside Spain (already 40% of sales) and to grow its retail channel with physical stores. It all points to the same goal: more recurrence, backed by the Members program and a post-purchase experience that invites customers back.

“Another challenge ahead is growing the Retail channel. We now have three physical stores and we believe that number will rise quite a bit in the coming years. That will give us a healthier business, because it lets us diversify and not rely solely on the online channel, which is how we were born. This way we'll ease the challenge of acquisition costs and bring our brand experience closer in person.” _{Pablo Recuenco, CEO & Co-founder, Morrison Shoes}

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For Morrison, reverse logistics is part of the repurchase decision. With Reveni they turned a slow, manual process into an automated one that improves the experience and returns data to act on. And customers notice.

“Customers give really good feedback after making an exchange or a return. In fact, when we talk to them they tell us how satisfied they are after requesting an exchange. And the customer you manage to keep loyal comes back to buy from you again and again.” _{Pablo Recuenco, CEO & Co-founder, Morrison Shoes}

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