Maison Labiche turns expensive returns into a profitable revenue stream

Maison Labiche faced a challenge in processing online returns: the brand was providing free returns to ensure the best customer experience but was refunding the vast majority of returns. On top of that, the process of managing manual returns was very time-consuming.

Elyn helped by providing a returns management solution that would automate the process and turn this cost center into profit.

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Maison Labiche was providing great-post purchase customer service by offering free returns - but, this meant the brand was refunding almost every return that came in.

Implementing Elyn’s solution within Maison Labiche’s returns process meant introducing return options that would fit any scenario: exchanges for different variants, products of different prices, vouchers, or a refund.

Elyn’s priority was to reduce the brand’s rate of refunds to help retain crucial revenue.

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Elyn’s solution was implemented within 2 weeks, thanks to the solution’s integrations with e-commerce tools. Once implemented, the results were immediate and impactful.

Maison Labiche saw its rate of refunds drop by -34% by converting returns into exchanges. Elyn's approach turned returns into opportunities, transforming a major cost center into a profitable revenue stream by encouraging upsells to higher-priced products.

On top of increasing the brand’s bottom line, Elyn helped improve customer satisfaction as depicted by the -40% drop in the number of return-related customer support tickets.

Looking back, Elyn solved 2 very crucial challenges Maison Labiche was facing: costly refunds and a loaded customer support responsibility. By implementing Elyn’s solution, the refund rate has dropped and the customer experience improved.

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