liiteGuard automated returns and exchanges and retained 46% of refunds
A great example of how a smooth returns process help retain sales and customers.
Use case
Automating returns and exchanges to retain sales
Industry
Sportswear
Founded
2016
Headquarters
Denmark
Challenge
liiteGuard had a manual returns process that caused friction for both their team and customers. They needed a better way to handle returns and exchanges.
Solution
Using Float, liiteGuard automated their returns process, making it smoother for everyone involved. By turning refunds into exchanges and uncovering insights from returns data, they improved the customer experience and protected revenue.
The impact
The liiteGuard team highlighted three key results:
Retained revenue
With Float 46% of all returns are now exchanged (9% before)
Faster processing
Several return workflows are now fully automated
Better insights
Automatically sorted returns data and insights
Return insights now inform product design, construction, descriptions, and sizing
liiteGuard's story
Founded in Denmark in 2016, liiteGuard is a sportswear brand driven by a passion for performance and a commitment to quality. Their mission is to create gear that empowers, inspires, and protects every athlete.
The manual returns process
liiteGuard has grown quickly since 2016. As sales rose, returns became more frequent and complex. Managing everything manually, from restocking to refunds and exchanges, made it hard to stay efficient and learn from returns data.
Simon Bak Andersen
Head of Marketing & E-commerce @liiteguard
Our manual returns process created too much friction. It took time, caused confusion for customers, and made it hard for us to learn from our own data.
For customers, exchanging a product meant returning it first and then placing a new order. This created friction, and only 9% completed the extra step to reorder.
When customers had to return and then reorder manually, most gave up. It hurt both their experience and our profitability.
To keep up with growth and maintain high standards, liiteGuard looked for a simpler, more efficient returns process that worked better for both their team and customers while driving more exchanges.
How we solved it
Float helps liiteGuard automate returns, making the experience smoother for customers while retaining revenue - here’s how:
Automated returns
An on-brand portal that manages returns and exchanges automatically, saving time for support and warehouse teams.
Exchanges and gift car refunds
Customers can exchange or shop for new items during the return process. Now, 46% of refunds turn into exchanges or gift cards.
Smart returns data
Return reasons are automatically analysed, giving the team insights to improve products and reduce return rates.
Product page size guidance
Float’s data on size and fit helps shoppers choose the right size, increasing confidence at checkout and reducing returns.
The impact
The liiteGuard team highlighted three key results:
Retained revenue
Before Float only 9% of customers placed a new order after the return
Now, that number has increased to 46%
Faster processing
Several return workflows are now fully automated, cutting down processing time.
Better insights
Automatically sorted returns data and insights
Return insights now inform product design, construction, descriptions, and sizing
Insights helping reduce returns and improve conversion (PDP size guidance)
Simon Bak Andersen
Head of Marketing & E-commerce @liiteguard
Float is a no-brainer. Really. We make it more convenient for our customers to get the right products, while gaining valuable data and actionable insights.
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