Loop and Happy Returns partner on in-person ecommerce exchanges

As with any partnership, the Loop and Happy Returns collaboration holds potential benefits for both of the entities that are teaming up. For Loop, the ability to add an offline capability for returns was a big advantage.

Loop has always offered a variety of return options, such as drop-off at FedEx or UPS, pick-up at home. This allows it to offer more choice.

“Adding Happy Returns to the portfolio of great options increases the likelihood that we can offer the ‘right’ experience to a consumer and Shopify brand. In the post-COVID era of shopping, we hear a lot about crafting personalized experiences. The post-purchase aspect of the customer journey in ecommerce returns is no different,” said Schwartz. “Some customers may prefer in-person returns, while others may not. Everyone is different. But by offering customers as much choice as possible, we can ensure that we are covering all of our 'bases' as a returns provider and reducing potential points of friction.

Schwartz said nearly 62% of shoppers have stated that they are more likely to shop online if there’s an option to make a return at an in-person location.

“Because of that, it’s critical for us to support our merchants by offering shoppers this level of flexibility when they return goods,” said Schwartz.

For its part, Happy Returns' Return Bars look to streamline returns by offering a central location that allows it to group many individual returns together in a single shipment. PayPal took steps to grow Happy Returns earlier this year, making the service free for PayPal Checkout merchants and announcing an expansion to 5,000 locations, including 1,300 Ulta Beauty stores. For Happy Returns, Loop brings expertise in helping brands exchange a product, helping to keep purchase revenue in place even if an item is returned.

“So Happy Returns can expand its customer reach with our new partnership since they’re able to tap into brands who deeply value revenue-retention and have chosen Loop. That allows Happy Returns to increase foot traffic for its retail partners that offer Return Bar services at their brick-and-mortar locations,” Schwartz said.

It’s an example of how ecommerce can embrace a blend of digital and in-person experiences. Shoppers have shown they like the choice and convenience of shopping online, and built habits around ecommerce during the pandemic. But with more reopening activities, they are comfortable moving between physical and digital settings. This partnership is part of a broader vision aimed at making returns easier for shoppers. They’ll speak to customers to learn whether it's successful as they go.

“We have a long-term vision for this partnership, and our ultimate goal is to diminish friction points for the customer wherever possible,” said Schwartz. “Success will ultimately be determined by the feedback we receive from our merchants and their customers.”

On a global level, there are benefits for brands that are mindful of reducing their footprint. With an in-person return, an item doesn't have to be boxed up. That means less cardboard and plastic. At the same time, Happy Returns’ reusable totes are designed to reduce waste.

“This in-person return option benefits us all as it reduces packaging and individual shipments, helping to lessen our impact on the environment,” Schwartz said.