Case Study: Everlane achieves faster returns and better customer service with Slack

Everlane & Happy Returns elevate customer service with Slack

Everlane, a fashion retailer known for innovations like same-day delivery and helpful shopping tools, partnered with Happy Returns, a logistics company that operates in-person Return Bar® locations, to improve the returns experience. Before working together in Slack, they relied on email and Slack guest accounts, which made cross-company collaboration disjointed and slowed down the handling of returns and tech issues.

They created a shared Slack channel where Returnista™ assistants, Happy Returns central support, and Everlane teams communicate in real time—posting photos, locating orders, and escalating glitches instantly. The setup streamlined vendor onboarding, boosted transparency and collaboration, and shortened resolution times, resulting in faster, smoother in-person returns and a better customer experience.

Everlane

Brian Alenduff

Digital Product Manager