Sweaty Betty is working with a new partner to manage its returns process as the number of international shoppers buying from it increased over the last year.
The sportswear retailer, ranked Top250 in RXUK Top500 research, saw its online sales more than double during the year, helping to boost overall revenues by about 60% despite many of its 62 shops around the world having to close for Covid-19 lockdowns.
Now it is working with ReBound to manage returns, which have risen as digital sales have increased. In doing so it is building on an existing 45-day worldwide free returns policy. ReBound will now manage all Sweaty Betty returns in the UK and its key International markets of the US, Ireland and Australia.
Sweaty Betty chief operating officer Mark Smith says: “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.”
Shoppers using the ReBound online portal can register a return by scanning a QR code with a mobile phone. That promises to give both the retailer and the customer visibility of the status of the return, making refunds faster – and cutting the number of customer service queries.
Graham Best, ReBound chief executive, says: “Sweaty Betty has been at the forefront of the world’s booming activewear sector during lockdown, showing that effective pre-planning and investment in ecommerce 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.”