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

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.

The returns process was slow for the customer. Even though the team handled it as well as possible, there were factors outside their control (logistics, peak periods) that caused delays in delivery and in refunds. Once the package was shipped, the customer lost control, and waiting days for their money eroded trust in the brand.

“The main frustration for customers is that once they deliver their package they lose any ability to act without having received their money.” _{Jorge Vidri, Co-founder, Pompeii Brand}

Pompeii activated Reveni to control what was in its power and remove friction for the customer. With Reveni, the refund is instant and free, with no fraud risk. What started as financial support became a loyalty lever: customers who return with Reveni end up more satisfied, buy again more often, and the brand earns loyalty.

“For us, Reveni is a solution that adds a lot and subtracts little. It allows us to offer the customer a return alternative based on instant reimbursement, free of charge. A flexible way to return their purchase at no cost, with no risk and offering an exceptional after-sales customer experience.” _{Jorge Vidri, Co-founder, Pompeii Brand}

Pompeii flips the return from a problem into a loyalty tool. With sales (and returns) growing since 2022, the brand sees the post-purchase moment as a chance to keep the customer. Their bet: making returns part of the brand experience, not its cost.

“Customers who request returns through Reveni are more satisfied with the brand and the service. When they consider a new purchase, instead of turning to the competition, the first thing that comes to mind is the good experience they had with Pompeii, and they usually come back to buy from us.” _{Jorge Vidri, Co-founder, Pompeii Brand}

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For Pompeii, the return stopped being a cost and became a reason to come back. Instant, risk-free refunds removed the friction, and the post-purchase experience now adds loyalty instead of eroding trust.

“It's something that adds a lot and takes away very little. You give the customer the chance to get an instant refund at barely any cost, and that surprises customers and always creates good satisfaction.” _{Jorge Vidri, Co-founder, Pompeii Brand}

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