Case Study: Travelbags reduces returns and boosts repurchases with Returnless

Travelbags - Customer Case Study

Travelbags, the largest online suitcase and bag specialist, faced significant challenges with high return costs driven by a small portion of their product assortment causing a disproportionate volume of returns. Their target group, which makes purchases infrequently, also presented a risk of losing sales on single-item orders that were subsequently returned. To gain insight, they turned to the Returnless portal and its smart return form to analyze their return data.

By leveraging Returnless's data analysis, Travelbags identified that just 1% of their products were responsible for 17% of all returns. This insight allowed them to make targeted adjustments, such as modifying product descriptions, removing problematic items, and contacting suppliers. Returnless also enabled a personalized approach where customers were contacted to prevent returns, converting 20% of those instances into new sales. Additionally, offering discounts for minor damages helped retain revenue and avoid return costs, turning customer complaints into opportunities.

Travelbags