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Fashion & Apparel
Returns at Scale: Inbox Zero for Fast-Growing DTC Label
How a DTC apparel label reduced return pressure and cleared support backlog with a dedicated returns team.
-52% Return Rate
-52%
Return Rate
$180k
Revenue Recovered
Zero
Inbox Status
+48%
Exchange Lift
The Challenge
A fast-growing apparel label had sizing questions, returns, and exchange requests piling up. Customers were defaulting to refunds because exchange options were not being presented quickly enough.
The Solution
Flownexs deployed returns and sizing specialists inside Loop Returns and Gorgias. The team prioritized exchange-first scripts, sizing guidance, and faster exception handling.
Outcomes
- Return pressure dropped 52% after exchange-first handling
- Inbox backlog was cleared and maintained at zero
- $180k in would-be refunded revenue was recovered
- Exchange-to-refund ratio improved across core product lines
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