M. Moustache

M. Moustache automates returns & exchanges to retain 28% of online refunds

"Elyn's returns solution has revolutionized our returns experience, introducing unprecedented efficiency and elevating customer satisfaction. Their solution harmonizes flawlessly with our commitment to excellence in service." - Caroline Jacquet, E-Commerce Director, M. Moustache

decrease in refunds
decrease in return-related CS tickets

M. Moustache, founded in 2012, is a footwear company created by Guillaume Alcan, Antoine Vigneron and Thibault Repelin. They envisioned footwear that would be suitable for work, a night out, and for a trip to the countryside – an elegant, unique and ecologically-conscious shoe.

The Shoe That Fits: Footwear Issues

The most common return reason in footwear is size so, to keep customers happy, M. Moustache was offering free returns by mail to all their customers and using an online returns platform.

However, the sole outcome for returns were still refunds, and M. Moustache now wanted to offer online exchanges and store credit options, all the while improving their customer experience.

Establishing Goals for Success

We selected 2 goals for success based on M. Moustache’s key pain points:

  • Decrease the refund rate by converting returns into exchanges and store credit
  • Decrease the number of return-related CS tickets

It was important for M. Moustache that their customers could make exchanges for different sizes, different items (regardless of price), store credit, or get a refund.

4 weeks to Go Live

With Elyn's universal integration, we went live in 4 weeks from kick off.

On the backend, M. Moustache was able to segment their customers based on their purchase history, returns behavior, loyalty, and other parameters to tailor their returns options and eligibility.

The Results?

Time saved, happy customers, and more revenue:

– 28% of online refunds converted into exchanges and store credit
– 65% decrease in return-related CS tickets

With different-price exchanges, M. Moustache was able to use returns as an opportunity to upsell customers to different shoe styles or even different products, regardless of price.

Customers could now self-serve through the returns portal, effortlessly finding the products they wanted, reigniting the shopping excitement and capturing the initial rush of placing their order.

Elyn transformed returns into an enjoyable shopping experience, enhancing customer satisfaction.

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