Case Study: Morrison Shoes boosts repurchase and streamlines returns with Reveni

How to achieve a 30% repurchase rate thanks to customer loyalty and Reveni

Morrison Shoes, a growing sneaker and apparel brand, faced a highly manual and time-consuming returns and exchanges process managed entirely through email. This inefficient system delayed customer responses, especially on weekends and holidays, and created a poor post-sale experience that threatened customer loyalty and recurrence. Seeking to optimize this operation and improve the customer experience, the brand turned to Reveni for a solution.

Implementing the Reveni platform streamlined the reverse logistics process, making it intuitive for both the team and customers. This shift resulted in a 50% reduction in messages related to returns and exchanges and provided valuable data to inform business decisions. Most significantly, Reveni helped Morrison Shoes dramatically increase its recurring purchase ratio from 8% to 30%. The solution also contributed to customer loyalty, with data showing that 9% of customers requesting an instant refund repurchased shortly after, and 19% of those made a subsequent purchase with a higher average ticket.

Morrison Shoes

Pablo Recuenco

CEO & Co-Founder