Case Study: The Athlete’s Foot improves returns CX with Shippit Returns

How The Athlete’s Foot Took their CX to the Next Level

The Athlete’s Foot, a leading Australian athletic footwear retailer, wanted to improve its customer experience by making online returns faster and less manual. Working with Shippit, the company set out to streamline a returns process that had been handled through lengthy back-and-forth emails and was taking days to resolve.

Shippit implemented Shippit Returns, an online returns portal with automated rules for approving eligible requests and routing exceptions to customer service. The result was a major efficiency gain: return request processing time was cut by 50%, 95% of requests were automatically approved, and customers gained a simpler, faster returns experience that boosted satisfaction.

The Athlete’s Foot

Isaac Byers

CX Lead