No-fuss returns &
capturing lost revenue
No-fuss returns &
capturing lost revenue
No-fuss returns &
capturing lost revenue
No-fuss returns &
capturing lost revenue
John Lewis & Partners
Lead designer
2023 - 2025
2023 - 2024
2023 - 2024
2023 - 2024
2023 - 2024
2023 - 2024
Web & App
Web
Web
Web
What if the returns journey could stop bleeding revenue and actually drive conversion?
What if the returns journey could stop bleeding revenue and actually drive conversion?
What if the returns journey could stop bleeding revenue and actually drive conversion?
What if the returns journey could stop bleeding revenue and actually drive conversion?
What if the returns journey could stop bleeding revenue and actually drive conversion?
What if the returns journey could stop bleeding revenue and actually drive conversion?
Transforming John Lewis & Partners’ returns and exchanges experience
Transforming John Lewis & Partners’ returns and exchanges experience
The result? An improved returns journey that increased customer satisfaction and reduced cost, while implemented a way to exchange items which converted refunds into revenue.
The result? An improved returns journey that increased customer satisfaction and reduced cost, while implemented a way to exchange items which converted refunds into revenue.
The impact
The impact
The impact
%
%
Increase in
customer satisfaction
Increase in
customer satisfaction
Increase in
customer satisfaction
Increase in
customer satisfaction
£
£
k
k
Annual savings by rebalancing our logistics
Annual savings by rebalancing our logistics
Annual savings by rebalancing our logistics
Annual savings by rebalancing our logistics
%
Increase in
customer satisfaction
£
k
Annual savings by rebalancing our logistics
%
%
Conversion rate on newly implemented exchanges
Conversion rate on newly implemented exchanges
Conversion rate on newly implemented exchanges
Conversion rate on newly implemented exchanges
%
%
Increase on returns completion rate
Increase on returns completion rate
Increase on returns completion rate
Increase on returns completion rate
%
Conversion rate on newly implemented exchanges
%
Increase on returns completion rate