Why Under 5'10 Came Back to Loop - And How They Retain 34.7% of Returned Revenue

Meet the Merchant

Under 5'10 is a men's fashion brand that offers perfectly fitting, off-the-rack clothing at affordable prices for men under 5'10", the average height of American men. The brand specializes in pants with shorter inseams and shirts with shorter lengths.

The Challenge: Finding the Right Post-Purchase Partner

After initially using Loop for their returns management, Under 5'10 briefly switched to another solution that promised more aggressive pricing. However, this experiment revealed several challenges that ultimately led them back to Loop as their preferred returns management platform.

What began as a cost-saving initiative quickly revealed significant differences in platform functionality and customer experience. The Under 5'10 team discovered several critical factors that influenced their decision to return to Loop:

Ease of Use: Loop's intuitive platform allowed their team to self-manage returns efficiently, whereas the alternative solution required constant interaction with support teams for basic functions.

Data Clarity: Loop's reporting provides clean, actionable insights that help Under 5'10 improve their products and customer experience. In contrast, their temporary solution's reporting was frustrating and required extra effort to gain meaningful insights.

Global Capabilities: With international customers becoming an increasingly important segment for Under 5'10, they needed comprehensive return capabilities worldwide. The alternative solution lacked robust global return options, forcing customers to manage international return labels themselves.

Comprehensive Post-Purchase Excellence: Loop's specialized suite of products perfectly aligned with Under 5'10's post-purchase needs. Unlike competitors who diluted their focus with all-in-one solutions, Loop delivered deep expertise throughout the customer journey. Their seamless Shopify integration enhanced operational efficiency and customer satisfaction, contrasting with alternatives that prioritized data collection over product excellence.

Platform Security: Under 5'10 also cited concerns about the security protocols of their temporary solution, which raised questions about potential risks to business assets, passwords, and customer data.

Perhaps most convincingly, Under 5'10's customers themselves showed a clear preference for Loop's streamlined experience, validating the decision to return to the platform.

Offset Powers the Loop Experience for Free

In late 2024, Under 5'10 began exploring consumer-paid return models as a way to balance customer satisfaction with business sustainability. Their approach: offering shoppers the option to pay a small surcharge during purchase to secure free returns later. After evaluating several platforms, Under 5'10 discovered that Loop's Offset solution delivered unmatched results.

With Offset, Under 5'10 now enjoys Loop's premium returns experience without the typical overhead costs. The consumer-paid model effectively covers both software and shipping expenses, creating a win-win scenario for the brand and its customers.

After their experience with a platform that struggled with fundamentals like international shipping and clear reporting, returning to Loop's comprehensive solution made business sense. The brand now benefits from an intuitive, secure returns portal that provides valuable, actionable insights from comprehensive data. Throughout this journey, they've found a true partner in Loop - a team dedicated to perfecting the returns process and driving merchant success.

Offset: Cover your costs with consumer-paid returns.

Offset

Cover your costs with consumer-paid returns.

Shop Now helps Under 5'10 retain revenue and upsell an average $2.50 per return

Shop Now enables customers to shop across Under 5'10'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.

Because the store targets a specific niche demographic, odds are high that even if a particular item didn't suit the shopper, Under 5'10 carries plenty of other items that could be a good fit for them. By opening the full catalog from real-time inventory in the shopper's sizes, Loop's Shop Now feature helps reduce customer churn, retain return revenue through exchanges, and lead to product upsells.

The usability of Loop's platform directly impacts how easily customers can find alternative products. During their trial with another solution, Under 5'10 observed lower exchange rates partly due to a less intuitive interface for customers navigating their catalog. Loop's focused approach to perfecting the exchange flow has contributed to improved results.

Shop Now & Later: Bonus Credit offers boost upsell rates.

Shop Now & Later

Bonus credit boosts upsell rates

Superior CX for shoppers with Instant Exchange

Loop's Instant Exchange feature gives shoppers instant access to the store credit from their original purchase, even before sending back their returned item. Under 5'10 uses this feature for all exchanges which results in a great experience for shoppers, who can have their replacement item shipped to them immediately without needing to charge another transaction. It's also risk-free for Under 5'10, since they automatically place a hold-charge on the shopper's credit card until the item is returned.

International customers particularly benefit from this seamless experience. With their previous returns solution, international exchanges were problematic - especially for Canadian customers. Loop's comprehensive global capabilities ensure that all Under 5'10 customers enjoy the same high-quality returns experience, regardless of location.

Instant Exchanges: Enhancing the shopper exchange experience

Instant Exchanges

Enhancing the shopper exchange experience

Streamlined QA with Loop Analytics

During the return process on Loop, shoppers can select from a variety of choices about why they are returning an item: Is it too large, too small, defective? Under 5'10 can then use the Loop Analytics feature to analyze trends in returns and discover issues with product descriptions or inventory that they can resolve.

"We can now identify sizing guide inconsistencies or manufacturing errors and fix them in no time," says Chayim Cohen, Chief Growth Officer at Under 5'10.

The quality of Loop's reporting represents a significant improvement compared to what they experienced elsewhere. Where they once struggled to extract meaningful insights, they now have clean, actionable data readily available.

This attention to data security and clarity has been fundamental in building trust. Working with a partner focused exclusively on perfecting returns gives Under 5'10 confidence that their data is not only secure but being leveraged to its full potential to improve their business—addressing their previous concerns about platform security and scattered product focus.

Analytics: Deeper insights into product returns

Loop Analytics

Deeper insights into product returns

The Outcome: Optimized returns lead to higher CSAT, better data insights, and increased revenue retention

After partnering with Loop, Under 5'10 was able to streamline their shoppers' post-purchase experience with a self-service returns portal. Shoppers answer a short questionnaire about why they are returning the item, leading them to curated recommendations for their next steps – whether that's swapping one size for another or exploring other inventory in Under 5'10's store. Using Shop Now and Instant Exchange, they're able to have their replacement item on its way immediately, whether they're choosing a new variant or an entirely new product from the shop.

The results? Higher customer satisfaction ratings, a faster and more automated return process, and higher retained revenue from returns. Whether the shopper chooses an Instant Exchange or Shop Now, they're able to order their replacement item(s) immediately, without waiting for the brand to receive their return – maximizing customer engagement during the post-purchase process.

The platform's intuitive design means customers can easily self-navigate the returns process without constantly contacting support—something that was a persistent issue with Under 5'10's previous solution. This has significantly improved their operational efficiency and customer satisfaction scores.

For Under 5'10, Loop's wealth of features helps them boost customer retention, increase post-purchase revenue, and gain access to insights that help them improve their offerings. And by using Offset, they're able to power all of that for free.

“We’re grateful for all the great things we can do together, and are excited to see how much more Loop can positively impact our business,” says Cohen.

Explore the power of a premium returns partner.