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SOLUTION

PRICING

SUCCESS STORIES

BOOK DEMO

Planet Nusa automated returns and retained [31%] of refunds with exchanges.

A CONVERSATION WITH

Mathias Juul

Head of Paid Media & E-commerce

Yosuf Qazi

Head of Warehouse & Logistics

About

Planet Nusa is a direct-to-consumer brand, selling exclusively through their own channels with a focus on e-commerce.

Industry

Activewear

Founded

2018

Headquarters

Copenhagen, Denmark

Key features

Variant exchanges

Advanced exchanges

Store credit refunds

Data intelligence

PDP size flags

Ready to get started?

BOOK DEMO

Challenge

Planet Nusa struggled with a manual returns process that created friction for both their team and customers, and ultimately needed a better way to handle exchanges and convert refunds into retained sales.

Solution

Use Float to automate returns, making the process smoother for everyone involved. By turning refunds into exchanges and surfacing insights from returns data, they improved the customer experience while protecting revenue.

Impact

[31]% of refunds converted to exchanges

[X]€ retained revenue per month

[x]% faster processing time per return

Size and fit insights used for automated size guidance in PDP

Planet Nusa's story

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.

[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]

[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]

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, [31]% of refunds turn into exchanges or gift cards, keeping [X]€ 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.

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, [31]% of refunds turn into exchanges or gift cards, keeping [X]€ 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.

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, [31]% of refunds turn into exchanges or gift cards, keeping [X]€ 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 [31]%, helping Planet Nusa retain over [X]€ 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.

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].

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].