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Success Story

Senita Athletics Delivers Seamless Returns with ReturnGO

Sports apparel

Improved Exchange Process

Streamlined Returns Experience

Deeper Data
Insights

Senita Athletics, a growing athletic wear brand, has improved its returns process with ReturnGO, creating a more seamless experience for customers and a more efficient workflow.

The Results

Since using ReturnGO, Senita Athletics has seen several improvements:

  • Improved Exchange Process: Payment authorization for instant exchanges has eliminated manual tracking and follow-ups, creating smoother and more secure exchanges.
  • Streamlined Returns Experience: Offering printerless QR code returns has reduced the need for manual printing and attaching of return labels, greatly improving the returns experience.
  • Deeper Data Insights: Using ReturnGO’s detailed analytics, Senita Athletics has been able to track deeper key metrics and return reasons, enabling more data-driven decisions.

Senita Athletics’ Story

Senita Athletics is an athletic wear business based in Scottsdale, Arizona, founded by two sisters in 2015 with a shared passion for fitness and entrepreneurship.

With a mission to provide high-quality, affordable athletic wear, Senita Athletics has grown to become a popular online retailer with a loyal customer base. 

The Challenge

When Senita Athletics’ previous returns solution shut down, the company needed to quickly find a replacement that could deliver a seamless customer experience while maintaining the efficiency and automation the company was used to.

Senita Athletics was looking for a returns platform that could easily integrate into its existing workflow without requiring significant changes.

Why Senita Athletics Chose ReturnGO

After researching several returns platforms, Senita Athletics chose ReturnGO for its customization capabilities and the ability to tailor it to Senita Athletics’ existing returns process.

Switching to ReturnGO made it easy to import previous returns from Senita Athletics’ previous solution and continue processing them smoothly, while setting up a convenient self-service returns process that was similar to and even more efficient than the previous process.

The switch was seamless, with ReturnGO’s team assisting in transferring data from the old system. Senita Athletics was able to continue offering a smooth, automated returns experience without any interruptions.

“The switch to ReturnGO was seamless. We moved everything over in a single day, and it didn’t disrupt our workflow at all.”

– Ashley Johnson, Customer Support Manager, Senita Athletics

How Senita Athletics Uses ReturnGO

Senita Athletics uses ReturnGO’s advanced solution to streamline its returns process, automating and customizing it easily.

Automated Returns Process

Senita Athletics has always relied on automation to streamline its returns process, and ReturnGO fits seamlessly into this model.

Using ReturnGO, Senita Athletics was able to continue automatically approving return requests, a feature that the company valued on its previous platform. Additionally, with ReturnGO, customers can be issued return labels and QR codes automatically, ensuring the process remains simple and efficient for both the company and shoppers.

Advanced automation cuts down on manual work, enabling the Senita Athletics team to focus on higher-priority tasks while maintaining a hassle-free experience for their customers.

With ReturnGO, Senita Athletics can set specific return rules for different scenarios, such as offering free exchanges for domestic customers, charging a return shipping fee for international returns, and restricting exchanges for low-priced items.

ReturnGO also enables Senita Athletics to offer smart refund alternatives like exchanges and gift cards, while charging for refunds to help reduce refund rates.

This strategy has resulted in an impressive average retained revenue rate of 61.7%. Additionally, the company has been able to generate significant revenue from returns, with an average of $63.62 added to orders when redeeming gift cards and 71% of customers who receive a gift card coming back to buy again. Using smart return rules, Senita Athletics is able to not only retain revenue but also generate additional revenue from the returns process.

Printerless Returns

Senita Athletics has streamlined its returns process further with ReturnGO, offering customers the flexibility to choose between QR codes or printable return shipping labels.

The previous returns system Senita Athletics used required customers to print and attach return labels manually. Using ReturnGO, Senita Athletics’ customers have the option to either print a return label or simply scan a QR code instead. With this flexibility, customers can choose their preferred method to return an item, making the process more efficient and reducing the potential for errors.

The result is a seamless returns experience that benefits both customers and staff alike. The returns process is now more intuitive and requires minimal intervention from Senita Athletics’ support team. Customers have been giving positive feedback about the returns process, with many expressing gratitude for the easy and hassle-free return experience.

“We’ve received nothing but positive feedback about the returns process. Customers really appreciate how easy it is to return items now, and they love the simplicity of using QR codes.”

– Ashley Johnson, Customer Support Manager, Senita Athletics

Instant Exchanges

Offering instant exchanges was crucial for Senita Athletics, and ReturnGO has made it possible to do so seamlessly.

Instant exchanges enable customers to get their new items sent out straight away, without having to wait for the original item to first get back to the warehouse. This is made possible by the customer providing credit card information for an authorization hold and committing to return the original item within a specified timeframe; if the original item isn’t returned, the customer is charged for it.

Meanwhile, the payment authorization hold provides Senita Athletics with peace of mind, ensuring that even if the original item isn’t returned, the brand won’t suffer a loss of profits.

In Senita Athletics’ previous returns solution, instant exchanges were available, but there was no payment authorization, which meant returns were based on an honor system. This created issues when customers did not return items as agreed, forcing Senita’s team to manually track exchanges and follow up on missing items.

With ReturnGO, Senita Athletics can implement payment holds during the instant exchange process, ensuring that customers return their items as agreed before the exchange is released automatically.

ReturnGO’s instant exchanges have eliminated the need for manual tracking and follow-ups, providing a much cleaner and more efficient process.

In-Depth Analytics

The robust analytics offered by ReturnGO have empowered Senita Athletics to dive deeper into its returns data.

With ReturnGO’s analytics tools, the company can track key metrics, such as return rates, return reasons, and the performance of specific products. This data-driven approach has enabled Senita Athletics to identify patterns, make adjustments to product offerings, and improve the customer experience.

For example, Senita Athletics can conduct in-depth analyses after each product launch to assess order rates, return rates, and common return reasons. By identifying products with higher-than-average return rates, the company can make adjustments such as improving product quality or updating product descriptions.

Conclusion

Senita Athletics has successfully streamlined its returns process with ReturnGO, ensuring a seamless experience for both its team and shoppers.

With positive customer feedback and a more efficient internal workflow, Senita Athletics is poised for continued growth with a returns process that runs smoothly and effortlessly.

“ReturnGO is amazing, and the features you get for the price are unmatched by other solutions. If you’ve got a clear vision for your returns process, ReturnGO lets you build it exactly how you want it.”

Ashley Johnson

Customer Support Manager
Senita Athletics