Ana Luisa, a DTC hypoallergenic jewelry brand known for their commitment to quality and sustainability, designed a customer-centric approach is their Loop Returns program. This initiative does not only simplify the return process, it also incentivizes customers to exchange their products with a 21% exchange bonus. 

Ana Luisa makes information about returns and exchanges easy to find in their footer and in their chat. There is a quick link to ‘Returns/Exchanges’ within the chat that offers multiple articles with their customer’s top FAQs. Having this directly within the chat in addition to on their FAQ page removes the need for the customer to leave the site to find the answers to their questions.

The returns process is seamless including looking up an order, selecting products to return, and/or making an exchange. Ana Luisa's Loop Returns portal guides customers through the entire return or exchange process with clear step-by-step instructions. 

One of the most effective ways Ana Luisa's reduces returns and encourages exchanges is through their 21% exchange bonus. This is offered to customers who opt for an exchange instead of a return. If a customer selects this option, the credit amount appears in a small bar the top of the website as the customer shops for their exchange products.

Once a custom has exchanged their items, if there is money left in their credit they have the option for this money to be returned as a store credit or on their original payment method.

As the final step in the exchange/return process, Ana Luisa mails a pre-paid return label that customers can either print or they can scan a QR code for the post office to print.