Sweaty Betty has partnered with returns experts ReBOUND as the premium sportswear brand moves to keep pace with the demands of its rising number of international online customers.
The brand saw triple digit digital growth in 2020 and total revenues increase by around 60%, despite many of its 62 worldwide boutiques facing lockdown closures. Sweaty Betty already offers a premium returns policy with free returns worldwide and a generous 45 day return window, so as returns continue to increase in line with their ecommerce success, the shift to managing returns online supports their global growth. ReBOUND was chosen to help Sweaty Betty scale and retain this new wave of UK and international online shoppers, who expect a quick, convenient and transparent returns experience no matter where they are based.
ReBOUND will manage all Sweaty Betty returns across the UK as well as Sweaty Betty’s core ecommerce markets across the USA, Ireland and Australia. The ReBOUND-powered process will see customers offered a seamless digital returns journey in just a few clicks as they send items back via ReBOUND’s online portal. Even shoppers without a printer can now register returns via a mobile with ReBOUND-powered QR code options, giving Sweaty Betty’s active customers the ability to return on-the-go. This shift to online return registration offers Sweaty Betty far greater visibility over what’s coming back and the reason for the return before the parcel has even been sent back.
It enables Sweaty Betty to keep customers informed about the status of their return every step of the way. Sweaty Betty will also be able to action shopper refunds far more quickly, with the technology alerting warehouse staff that an item is incoming so they can prepare to open and verify the package as soon as possible.
Returns visibility is set to be an online retail gamechanger in the coming years as COVID’s ecommerce surge continues and international return volumes remain higher than pre-2020 levels. Sweaty Betty will be able to track precisely what is coming back to them, why and when, ensuring that warehouse staff are prepared to handle sudden return surges. Tracking returns will also give Sweaty Betty the capability to keep customers updated with the status of their return and keep them informed on precisely when to expect a refund. By partnering ReBOUND, Sweaty Betty is expected to significantly reduce customer service queries.
The partnership will also see Sweaty Betty plugged into ReBOUND’s network of hundreds of carriers globally. Customers will be able to send items back to Sweaty Betty from anywhere in the world, with ReBOUND managing the entire process until the parcel lands in a Sweaty Betty warehouse. By integrating with ReBOUND’s technology and network, Sweaty Betty’s online shop, carriers and fulfilment providers are set to share the same data and work in harmony.
Mark Smith, Sweaty Betty COO, said: “Over the last 12 months we’ve seen customers around the world shop with us for the first time as they search for products to support their fitness and lifestyle needs. These customers all deserve the same convenient, quick refund and exchange service, whether they’re stood inside one of our boutiques or registering a return online. We’re excited to work with ReBOUND to improve our returns service and ensure our end-to-end customer experience matches the demands of the world’s increasingly savvy online shoppers.”
Graham Best, ReBOUND CEO, said: “Sweaty Betty has been at the forefront of the world’s booming activewear sector during lockdown, showing that effective pre-planning and investment in e-commerce reaps rewards. We have been really impressed with Sweaty Betty’s forensic approach to their returns project plan, from selecting the right returns partner to appointing a steering committee spearheaded by the VP of Special Projects to guide the project launch. This is a substantial investment for the brand which is expected to deliver a significant ROI, particularly in the area of customer satisfaction.”