Case Study: Bella Freud turns returns into a growth engine with Reveni

How Bella Freud elevated CX with Reveni

Bella Freud, a luxury fashion brand known for its high-quality knitwear and founder-led creative vision, faced a significant challenge with its clunky, manual post-purchase process. Slow refunds and cumbersome exchanges were flooding the customer care team with queries, creating frustration for customers and damaging the brand's reputation. Before implementing Reveni, the returns experience was a notable pain point that lagged behind the rest of its premium customer experience.

By switching to Reveni, the brand automated and streamlined its returns and refunds system. The solution from Reveni led to immediate and measurable improvements: customer service calls about refunds dropped by 20%, and the brand's Trustpilot rating climbed from 4.3 to 4.8. Furthermore, the improved process increased average order value and repeat purchase rates, as customers were more willing to exchange items and shop again, turning the returns process into a true growth engine for the business.

Bella Freud

Chris Fuller

Head of E-Commerce