Case Study: Rumpl recoups $8,000 in return fees and boosts CSAT with Gorgias

How Rumpl Recouped $8,000 in Return Fees and Achieved 4.89 CSAT With Loop and Gorgias

Rumpl, an outdoor goods brand, was struggling with a slow, manual returns process that relied on a 3PL, shared Excel sheets, and Zendesk. The process took 2–3 weeks, created operational strain during peak season, and left customers unhappy with delayed refunds, exchanges, and status updates.

Gorgias, together with Loop, helped Rumpl automate and centralize returns management through self-service returns in the Gorgias chat widget, instant access to return data for agents, and customizable macros and communications. As a result, Rumpl cut resolution times by 39%, recouped $8,000 in return fees, converted 6.3% of return-related tickets into new sales, turned 31.4% of returned revenue into exchanges or store credit, and reached a 4.89 CSAT on return-related tickets.

Rumpl

Jacob Cantu

Senior Customer & People Experience Manager