Case Study: Kulani Kinis saves $400k in refunds with Gorgias + Loop

Kulani Kinis Saves $400k in Refunds Using Gorgias + Loop Integration

Kulani Kinis, a Sydney-based swimwear brand, was spending too much time and money on a manual returns process that frustrated customers and internal teams. Working with Gorgias and the Loop integration, the company needed a faster, more organized way to manage returns and exchanges while supporting customers across multiple Shopify stores.

With Gorgias + Loop, Kulani Kinis streamlined returns into a quick, seamless experience, gave agents full visibility into customer and order data, and made it easy to guide shoppers toward exchanges instead of refunds. The impact was significant: Gorgias helped the team reduce resolution time by 75%, save $400,000 in refunds, and generate $80,000 in exchange revenue.

Kulani Kinis

Sarah

Customer Care Optimization Manager