NDA
E-commerce
Turnover $8.46bn
Case Study:
Successful Returns Double Customer Basket Size
Company
A large-scale e-commerce platform for home goods with millions of monthly active users.
Challenge
Returns are often seen as a cost center. The company was considering how to manage return policies without harming margins — and whether a more flexible return process could actually increase long-term customer value.
Solution
Using user behavior analysis, we tracked customers who completed successful return experiences and observed their purchasing patterns over time. The focus was on how return satisfaction impacted subsequent cart size and engagement.
We isolated a cohort of users who went through the full return process and compared their behavior before and after.
Results
Customers who completed a return and were satisfied with the process doubled their average basket size on future purchases
Positive return experiences increased trust and repeat buying behavior
These users showed higher likelihood of becoming long-term loyal customers
Conclusion
A seamless return experience doesn’t just protect reputation — it creates confidence and encourages higher future spend.
Rather than viewing returns solely as a cost, this case demonstrates how they can become a strategic driver of customer lifetime value when handled correctly.
Want to achieve similar results in your business?
Message us — we’ll show you how to tailor this approach to your industry.
