A look into how one growing fashion brand transformed its return process – and won back both time and customer loyalty.
A look into how one growing fashion brand transformed its return process – and won back both time and customer loyalty.
Backsy Admin
A look into how one growing fashion brand transformed its return process – and won back both time and customer loyalty.
Running a fashion store isn’t just about launching trendy collections or running cool Instagram ads. For UrbanTrends, a fast-growing streetwear brand in Southeast Asia, success came with a hidden cost: returns.
Each week, their customer service team spent dozens of hours handling return requests manually. That meant going through emails, matching order IDs, checking conditions, coordinating exchanges, and updating spreadsheets – all while trying to keep up with new customer inquiries.
“It felt like we were stuck in the past,” said the CS Manager at UrbanTrends. “Every return was a small fire to put out. It ate up time, energy, and often led to mistakes.”
The brand started noticing a dip in post-purchase satisfaction. Even though they were doing their best, the return experience was clunky and slow. Some customers waited days for a reply. Others gave up halfway.
This wasn’t just a customer experience problem — it was also a time sink.
In April, the UrbanTrends team started looking for a smarter way. They wanted:
That’s when they found Backsy – a post-purchase return & exchange solution built for Shopify merchants.
Backsy stood out for a few reasons:
✅ It was easy to set up.
✅ The return portal could match their brand.
✅ Customers could self-initiate returns without needing to email support.
✅ Everything was automated, from eligibility checks to refund workflows.
“We gave Backsy a try because it looked clean and simple,” their ops lead shared. “But we stayed because it actually worked. It saved us time from day one.”
Fast forward three months later — and the numbers told the story.
With Backsy integrated into their Shopify store, UrbanTrends reported:
One unexpected win? Their team felt less stressed.
Here’s how the Customer Service Manager put it:
“Thanks to Backsy, my team now has more time to focus on real conversations with customers, instead of drowning in paperwork.”
They didn’t just fix a workflow. They unlocked new energy for growth.
Too often, returns are seen as a loss – a necessary evil in eCommerce.
But UrbanTrends proved something different:
When done right, the return experience can build trust, boost satisfaction, and even drive repeat sales.
Backsy helped UrbanTrends turn their return process from a headache into a strength.
It became a seamless, branded journey – one that made customers feel in control and confident in their purchases.
And the cost savings? That’s just the cherry on top.
UrbanTrends didn’t have a massive ops team or a custom-built system.
They were just like many Shopify merchants — trying to juggle growth with daily chaos.
But by investing in the right tool at the right time, they were able to:
If you’re running a Shopify store and spending more than 30 minutes a week on returns… maybe it’s time to let Backsy do the heavy lifting.
| Metric | Before Backsy | After 3 Months |
|---|---|---|
| Manual hours/week | ~5–6 hrs | ~1 hr |
| Customer return satisfaction | Neutral | Mostly Positive |
| Exchange rate vs refund rate | 1:4 | 1:1.8 |
| Support tickets (returns) | 40+/month | 12–15/mont |
Streamline returns & exchanges with powerful automation, flexible conditions, and a seamless customer experience — built for Shopify brands.
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