Case Study: Pact reduces returns-related customer service calls by 80% with Happy Returns

Pact calls on Happy Returns to reduce customer service workload by up to 80%

Pact, a sustainable organic cotton apparel brand, was seeing rapid ecommerce growth create a heavier burden on its lean customer service team, especially around returns and exchanges. To address the strain, Pact turned to Happy Returns for a returns and exchanges solution that could reduce support calls and simplify the customer experience.

With Happy Returns, Pact shifted most returns and exchanges to self-service through box-free, label-free returns at nearly 10,000 Return Bar locations nationwide, with reusable-tote shipping and quick refund processing. The result was an 80% reduction in returns-related calls, with only about 7% of customers now contacting support about returns versus 40% before, helping Pact maintain service levels without significantly expanding staff.

Pact

Drew Cook

CFO and Head of Operations