Vanessa Wu adds online exchanges to delight customers

Since customer satisfaction is a priority at Vanessa Wu, the brand was already offering alternatives to refunds, such as the option to choose store credit.

But managing returns was time-consuming, and customers kept asking for the ability to make exchanges online.

During the sales season, customers sometimes ended up with discounted items that did not fit their size, and faced a refund that came too late, missing the opportunity to repurchase at the same price.

We selected 3 goals for success based on Vanessa Wu's key pain points:

• implement a white-glove online returns experience
• allow customers to self-serve and reduce time spent on CS tickets
• implement online exchanges to reduce the refund rate

Elyn is compatible with all of your OMS, WMS, and CMS systems – we can integrate with any tool. For Vanessa Wu, this meant integration in 2 weeks to go live.

Elyn simplified returns management for Vanessa Wu's teams, a process that was previously time-consuming and complex.

Now, exchanges, store credit, and refunds are fully-automated, as well as the generation of return labels. The brand had:

• a 32% decrease in online refunds
• the automation of operations and real-time visibility into returns reasons
• 23% less time to process returns tickets