Case Study: Deckers Brands achieves hassle-free, faster returns and rapid refunds with Pitney Bowes SmartLabel

Deckers Brands - Customer Case Study

Deckers Brands, the global footwear company behind UGG, Sanuk and Teva, faced a slow, error‑prone returns process that relied on customers printing and mailing PDF forms, paying shipping, and provided Deckers little visibility into timing or contents of returns. To modernize the experience and reduce friction, Deckers partnered with Pitney Bowes and implemented Pitney Bowes Returns Services, including the Pitney Bowes SmartLabel.

Pitney Bowes replaced the clunky PDFs with SmartLabel barcodes that embed order and shipping data and provide end‑to‑end tracking, eliminating incomplete forms and improving visibility for customers and call centers. With Pitney Bowes’ solution, Deckers cut average refund wait time from as long as nine days to about one day, achieved a blended three‑day returns processing rate nationwide, lowered labor costs through better staffing, and significantly reduced returns‑related customer contacts.

Deckers Brands

Jesse Carstens

Global Director, eComm Operations