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Loop helps LSKD retain revenue on over half of their returns


Here’s how Australian sportswear company LSKD added hundreds of thousands of dollars in retained revenue using Shop Now, automation, and Instant Exchange.


Estimated reading time: 7 min

 

LSKD with Loop:

53.0%

of return revenue is retained

$1.81

average upsell value per return

LSKD Logo

Learn more about LSKD:

LSKD is a functional sportswear brand focused on helping its customers push past their limits – just like they’ve done as a brand. Started in 2002 by CEO Jason Daniel, then Loose Kid Industries has evolved into the global ecommerce business we know today as LSKD. Now, the company brings in $50 million a year by creating stylish and high-performance workout gear and accessories that help its customers “chase the vibe.”

The Challenge: Manual returns were an expensive headache

 

As a growing ecommerce business, LSKD needed to offer customers the options to return or exchange items that didn’t work for them—but they didn’t have an automated process for managing returns.

 

Every time a shopper requested a return, they would need to engage directly with customer support, and the entire process could take six weeks or longer. The company didn’t have an option to offer exchanges seamlessly, so they missed the opportunity to retain revenue from offering customers a different option they might enjoy. 

 

Overall, the returns process provided a poor customer experience that didn’t match the rest of their brand—and led to lost customer relationships that could have been retained with a smoother process.

With Shop Now, LSKD retains revenue on 53% of their returns

 

Shop Now enables customers to shop across LSKD’s entire real-time inventory when considering a product exchange, leading to a seamless exchange process with endless potential for upsells, as customers have the chance to consider any product in the store. 

 

Bonus Credit sweetens the deal even more, offering customers extra store credit to put towards another purchase to incentivize customers who might otherwise seek a refund – helping LSKD keep the customer relationship in play and providing opportunities for more retained revenue.

 

“Thanks to Loop, LSKD sees returns as another revenue channel now. Loop gives us the tools to encourage returns and empowers customers to buy with confidence,” says Cumming.

The Outcome: Automation saved LSKD valuable customer support time

 

By implementing Loop’s exchange-first automated returns management solution, LSKD was able to transform the returns process into a seamless experience that helped them maintain more revenue – and keep more returning customers.

“Loop’s allowed us to stop thinking of returns as a returned item or returned revenue and start thinking of it as a returning customer, so we can wow the shit out of them,” says Jemma Cumming, Continuous Improvement Lead at LSKD.

Be like LSKD, and use custom Workflows to
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