Vanessa Wu

Vanessa Wu adds online exchanges to delight customers

"Online exchanges were a frequent request from our customers, so Elyn was a clear next step for us. We wanted to keep our customers happy." - Gwendoline Vieira, E-Commerce Director, Vanessa Wu.

decrease in online refunds
less time to process CS tickets

Founded in 2011, Vanessa Wu is a French and family shoe brand for all women. Because every woman deserves to find her happiness, Vanessa Wu creates fashion that is inclusive, creative and accessible to all.

Online Exchanges: Giving the Customers What They Want

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.

Establishing Goals for Success

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

Integration in 2 Weeks to Go Live

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.

The Results?

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

Reduce your refund rate and automate your exchanges.

Discover why leading brands trust Elyn for returns excellence.

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Discover why leading brands trust Elyn for online exchanges