How Odele personalized their returns experience with Loop

Creating a seamless returns experience means their customers enjoy personalized, easy journeys.


Previous returns solution

“We’re committed to developing approachable products that meet your high standards and work exceptionally well without harmful or disruptive ingredients.”

Lindsay Holden, Britta Chatterjee, and Shannon Kearney are Odele’s three founders, who after a year creating the idea, developing a product line, and testing their products officially launched across more than 1,000 Target stores in 2020. Today, they also run a successful Shopify store.

Motivated by a desire for hair products that were premium, practical, and safe for everyone, they designed, formulated, and manufactured Odele products in Minneapolis, Minnesota.

We sat down with Britta to discuss how Loop supports their scaling Shopify brand. 

The following is a transcript of an interview by Kristi Meyer, Loop’s Customer Marketing Manager. Some of the questions have been edited for brevity and clarity.

Talk to us a little bit about your business.

We’re a women-owned and operated business. Together, we have decades of experience in beauty, product development, and in retail – as well as the lens of motherhood º which fueled our desire to build a lifestyle brand for real life.

Our bathrooms were once packed with products for us (the fancy kind), our partners (the whatever kind), and our kids (the safe kind). And we thought to ourselves, enough. This isn’t working, there has to be a better way. So we decided to throw this whole his/hers/theirs nonsense out the bathroom window and start Odele.

We want to democratize the beauty space and put fancy and clean where they belong – off the top shelf and into real life.

Are there any unique challenges you face with returns that are specific to the cosmetics industry? Why did you choose Loop?

Absolutely. At the end of the day, we want people to find the right product for them, and personal care is really…well, personal. Manual returns just weren’t cutting it. They took too much time and effort, and there were no clear insights into why items were being returned. Plus, we were unable to respond timely to customers.

These are all challenges we faced as a brand, so it was important we find a return platform that solved those challenges and more. With Loop, it’s made things so much easier for our customers and our team. We respond to returns faster, it creates a seamless customer experience, and we get to see why our products are being returned.

We are really focused on protecting our customers by giving them an easy experience that works for them. Now, our returns are simple for our customers to manage, and exchanges are even simpler since they can shop our entire product catalog within our return portal. It’s truly a win-win. 

Want to learn more about how Loop can help your brand? Contact us for a demo.