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Vetchy, a premium swimwear brand dedicated to delivering an unparalleled customer experience, has always prioritized seamless shopping and returns.
With a return rate of just 23% - well below the 50% industry average - and an exchange rate of 7%, the brand has cultivated strong customer loyalty while keeping operational efficiency at the forefront.
To take its return process to the next level, Vetchy leveraged the Rich Returns integration with the Shop App to give its customers a frictionless, app-based option for managing returns. The results? Increased adoption, streamlined logistics, and a measurable boost in revenue retention.
As Vetchy scaled, so did the complexity of managing returns across multiple warehouses. The team needed a way to maintain its high standards for customer service while optimizing internal operations.
They saw an opportunity to make returns even more convenient by meeting customers where they already shop - the Shop App.
With many Vetchy shoppers already using the Shop App, leveraging Rich Returns’ Shop App integration made perfect sense. The goal was simple: reduce friction in the returns process, automate logistics, and encourage more exchanges over refunds.
Working closely with Rich Returns, Vetchy enabled their Shop Mini extension thanks to the Rich Returns integration, offering customers a seamless, app-based alternative to traditional web-based returns.
Curious to see how this integration works for your store? Book a demo today and discover how Rich Returns can revolutionize your return process.
This new feature enabled shoppers to:
By combining Shop App’s user-friendly interface with Rich Returns’ advanced automation, Vetchy transformed its return process into a strategic advantage - one that prioritizes both efficiency and customer satisfaction.
Since launching Shop App integration in December 2024, VETCHY has seen significant adoption and measurable revenue retention.
By shifting the focus from refunds to exchanges, VETCHY has successfully kept more revenue in the ecosystem.
Post-integration, 35.7% of returns via the Shop Mini App were converted into retained revenue, while 39.2% of returns processed through the web portal were also retained as exchanges.
This shift has dramatically increased their revenue retention, with exchanges now making up a larger share of returns. Although web-based exchanges still lead, the rapid adoption of Shop Mini highlights promising growth for mobile-first revenue retention.
The introduction of the Shop App integration has drastically improved operational efficiency.
In just one week, completed returns increased by 96.4%, and exchanges surged by 310%.
This highlights how the seamless, automated return process encourages customers to choose exchanges over refunds.
While web-based returns are still the primary choice, the growing adoption of Shop Mini suggests that mobile-first returns are becoming an important part of the return experience and driving higher revenue retention
Vetchy’s success highlights the game-changing potential of Shop App integration for Shopify merchants.
By combining Rich Returns’ automation with Shop App’s frictionless returns process, brands can:
"The Shop App integration has completely streamlined our returns process. Customers love how simple and intuitive it is to handle returns directly in the app. Paired with Rich Returns’ automation, we’ve made the process so smooth that returns are no longer a burden - they’re an opportunity." Shaaz Ahmed, Co-founder of Vetchy
Given the momentum, Vetchy anticipates:
Vetchy plans to continue refining its return strategy by tracking customer adoption trends to further optimize the Shop App experience. They also aim to share key insights with other Shopify merchants looking to improve their post-purchase journey.
Curious about how Rich Returns can enhance your Shopify store’s return process? Install Rich Returns today and discover how returns can be transformed into a powerful growth opportunity.
Ready to see it in action? Book a demo with us today and explore how Rich Returns can streamline your returns process.
