How Planet Nusa automated returns and retained [34%] of refunds with exchanges.
Mathias Juul
Head of Paid Media & E-commerce
Yosuf Qazi
Head of Warehouse & Logistics
About
Industry
Founded
Headquarters
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Challenge
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Solution
Activewear
Results
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Planet Nusa is a community-driven activewear brand from Denmark founded in 2018 by co-founders Mille and Kristine. They are a strict D2C brand and everything is designed with their community and customers in mind, creating products based on community feedback.
With community and customer feedback at the very core of everything they do, Planet Nusa teamed up with Float to improve the returns experience for their customers, streamline internal processing and improve the feedback loop and insights from returns data.
The manual returns process
Planet Nusa is one of the fastest-growing brands in Europe, and with that growth came a significant rise in the volume and complexity of returns. Their warehouse and customer support teams were managing returns manually, handling everything from restocking to issuing refunds and processing exchanges. The manual setup also made it difficult to track and learn from returns data.
[Yosuf quote: re process and problems pre Float]
For customers, exchanging a product required them to return it and then place a new order themselves. This added friction to the experience, and only 8% of customers completed the extra step.
[Mathias quote: re missing out on revenue from exchanges]
To support their continued growth and maintain the high standard their community expects, Planet Nusa began looking for a more streamlined and intuitive way to handle returns. They wanted a setup that would be easier for both their team and their customers, while helping them efficiently drive more exchanges.
The solution with Float
Float helps Planet Nusa put returns on autopilot. The experience is smoother for customers, easier for the team, and better for the bottom line.
Here’s how:
Automated returns: A clean, on-brand portal that handles returns and exchanges automatically, saving time for support and warehouse teams.
Retained revenue: Customers can exchange or shop for new items during the return process. Now, [X]% of refunds turn into exchanges or gift cards, keeping [X] EUR in revenue each month.
Smart returns data: Return reasons are automatically analysed, giving the team insights to improve products and reduce return rates.
Better size guidance: Size feedback flows straight into product pages, helping customers pick the right size and boosting confidence at checkout, while reducing returns.
The impact
The Planet Nusa team highlighted three key results:
Faster processing. Several return workflows are now fully automated, cutting down processing time from [X] to [Y].
Revenue retained. Previously, only 8% of return customers placed a new order. Now, that number has increased to [X]%, helping Planet Nusa retain over [X] EUR in revenue every month — without adding extra work for the team.
Smarter insights. With automated return data, the team gets a clear view of what’s coming back and why. These insights now inform product design, construction, descriptions, and sizing — helping reduce returns and improve conversion.
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