Case Study: Lume Deodorant boosts customer loyalty and speeds refunds with AfterShip Returns

Lume Deodorant boosts NPS by 21% with AfterShip

Lume Deodorant, an all-natural deodorant company, faced a frustrating and manual returns process that was damaging customer loyalty. Their previous system lacked a returns portal, required manual label creation, and provided no visibility into return statuses, leading to extensive back-and-forth communication. To address this, Lume Deodorant implemented AfterShip Returns from the vendor AfterShip.

AfterShip provided an automated returns solution featuring a branded portal for customers, proactive shipping updates, and streamlined processing. This resulted in a significantly improved customer experience and operational efficiency for Lume Deodorant. The measurable impacts included reducing the refund process timeline by 7 days, increasing NPS scores by 21% (and up to 83 points in some areas), and saving their customer service team 7 hours per week.

Lume Deodorant