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Online Shoppers Like In-Person Returns

Happy Returns, a consumer returns startup that offers in-person returns for online retailers who don’t have stores, and Tradesy, a leading online women’s designer fashion marketplace, announced the successful conclusion to their six-month pilot program, which confirmed strong customer demand for Happy Returns’ in-person return option.

Based on the results of the pilot, Tradesy and Happy Returns have entered a long-term partnership in which Happy Returns will offer in-person returns for Tradesy shoppers at all its Return Bar locations nationwide – enabling Tradesy shoppers to return in person for immediate merchandise credit, eliminating the hassle and wait of returns by mail.

As data from omni-channel retailers have shown previously, when given a choice, online shoppers overwhelmingly prefer returning items in person versus shipping them by mail. Results from the Tradesy pilot with Happy Returns show the same is true for shoppers of an online-only retailer partnering with a third-party in-person returns provider, including:

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Strong Customer Adoption: Within three months of launching the pilot program at the initial location in Santa Monica, CA, nearly 50% of Tradesy’s customers within the 5-mile trade area of the Return Bar chose the in-person return option.

High Customer Satisfaction: Shoppers responding to a third-party survey about their experience using Happy Returns reported a high level of customer satisfaction, resulting in a Net Promoter Score (NPS) of 90 out of 100.

Strong Reported Impact on Sales: In a survey conducted by Tradesy, 71% of respondents reported they were More Likely or Much More Likely to shop with Tradesy as a result of having the option to return in-person via Happy Returns.

Cost Savings: By aggregating items before shipping, Happy Returns is typically able to offer its service at a per-item cost below what the retailer would pay to ship items individually; and because refunds are initiated immediately, customer service calls inquiring about refund status are usually significantly reduced.

“We are excited to extend our partnership with Happy Returns,” said Tracy DiNunzio, CEO of Tradesy. “We are committed to offering the best-in-class buying and selling experience for the Tradesy community, and our shoppers clearly love having the option to return in person. Happy Returns removes friction from the shopping process and saves us money on each return. Everyone benefits.”

Positive shopper feedback during the pilot centered on the speed of refunds and the simplicity of returning online purchases in person. Shoppers who return in person with Tradesy receive merchandise credit immediately versus waiting for returns by mail to be received and processed. Returns in person allow shoppers to avoid the need to secure a box, label, and tape, and interact with a carrier to complete the return.

“Tradesy has been a fantastic partner for Happy Returns and we are thrilled to see the positive response to in-person returns from the Tradesy community,” said David Sobie, Co-Founder and CEO of Happy Returns. “This is another validation of how online shoppers prefer to return in person and embrace the opportunity to interact with online retailers in the physical world. We looking forward to serving Tradesy and their community for many years to come.”

About Happy Returns
Santa Monica-based Happy Returns provides in-person returns of online purchases through a network of physical Return Bars staffed by friendly and highly trained Returnistas™ located in premier shopping centers and other highly accessible locations. Retailers use Happy Returns to save money through decreased shipping and support costs and enjoy increased conversions and customer satisfaction. Happy Returns’ co-founders met at HauteLook/NordstromRack.com, where they led the launch of the highly successful Return to Rack program.

Happy Returns currently operates Return Bars in the following locations: Santa Monica Place in Santa Monica, CA; Westfield Topanga in Canoga Park, CA; Westfield San Francisco Centre in San Francisco, CA; Shops at Northbridge in Chicago, IL; Fashion Outlets of Chicago in Rosemont, IL; Tysons Corner in Tysons Corner, VA; and The Galleria in Houston, TX.

About Tradesy
Launched in 2012 at founder Tracy Dinunzio’s kitchen table, Tradesy is the largest peer-to-peer marketplace for luxury designer and contemporary women’s fashion. Today, millions of stylish women buy and sell chic designer staples, still-in-store pieces, and rare treasures at up to 90% off retail on Tradesy.com. With a trusted Authenticity Promise, a commitment to making fashion affordable and accessible, and backing by iconic investors, Tradesy is the leader in safe and simple online designer resale.

Source: Happy Returns Press Release

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Ina Steiner is co-founder and Editor of EcommerceBytes and has been reporting on ecommerce since 1999. Send news tips to ina@ecommercebytes.com.


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