Within Three Months of Launch, Nearly Half Of Tradesy’s Returners In
Pilot Trade Area Were Opting For Happy Returns, Yielding Cost Savings
and Increased Customer Loyalty
SANTA MONICA, Calif.–(BUSINESS WIRE)–#happyreturns—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, today 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:
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
“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.
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.
For Happy Returns
Jamie Diamond, 541-441-4444