Case Study: Lume Deodorant boosts customer loyalty with AfterShip Returns

How Lume Deodorant boosted customer loyalty by refreshing their return process

Lume Deodorant, an all-natural, aluminum-free OTC cosmetics brand, was struggling with a slow, manual returns process that created frustration for both its team and customers. Before AfterShip Returns, the company had no returns portal, had to create labels manually, and relied on its fulfillment center for status updates, which led to long wait times, back-and-forth communication, and a poor post-purchase experience.

AfterShip implemented AfterShip Returns to automate RMAs, provide a branded returns portal, and send proactive return updates to customers. The results were significant: Lume saved about 6 hours per week on returns processing, reduced refund timelines by 7 business days, and saw NPS increase by 21% overall and by as much as 83 points in some areas, helping drive stronger loyalty and more repeat purchases.

Lume Deodorant

Sarah D

Customer Service and Retention Manager