Case Study: Rothy’s achieves higher exchange rates, reduced costs and a 95 NPS with Happy Returns

Why the industry leader switched to Happy Returns software and reverse logistics

Rothy’s, the direct-to-consumer shoe brand known for turning recycled bottles into knit footwear, faced a sudden surge of in-store returns after opening its first San Francisco store as part of an omni-channel shift. Store associates couldn’t easily look up e‑commerce orders or process buy-online-return-in-store (BORIS) transactions, causing slow service and high refund rates; Rothy’s partnered with Happy Returns to deploy a fully branded, software-driven returns and reverse logistics solution including in-person returns and Return Bars.

Happy Returns implemented its online returns software, box‑and‑label‑less in‑store returns, and access to a nationwide network of over 700 Return Bars, plus aggregated shipping and reusable tote logistics. The result: higher exchange rates and retained revenue, reduced costs and customer service workload, a best‑in‑class Net Promoter Score of 95, a lower net return rate, and improved sustainability through consolidated shipments and biodegradable reusable totes — all delivered by Happy Returns.

Rothy’s

Heather Howard

VP–Operations and People