Case Study: Pact achieves an 80% drop in returns-related calls and streamlined, eco-friendly returns with PayPal's Happy Returns

Happy Returns helps Pact alleviate customer service overload

Pact is a sustainable apparel brand that makes organic cotton basics and has expanded rapidly into ecommerce and retail. That growth increased returns and exchanges, overloading its lean 32-person team and threatening the customer experience as more shoppers "bracket" purchases and seek exchanges.

Pact implemented PayPal’s Happy Returns to offer box‑free, label‑free returns via thousands of Return Bar locations using a simple QR-driven self‑service flow and aggregated, eco‑friendly shipping. The move shifted most returns away from reps, cut returns‑related contacts from ~40% to about 7% (an ~80% drop), kept headcount steady despite ~60% growth, lowered costs, sped refunds, and boosted customer satisfaction, loyalty, AOV, and profitability.

Pact

Drew Cook

CFO and Head of Operations