Case Study: Fellow reduces returns resolution time 52% with AfterShip Returns
Key results
The challenge
Fellow, a San Francisco maker of coffee brewing equipment, ran returns through a manual process that lacked an open API, return-fee enforcement, and quality analytics. Refunds, exchanges, and store credit were issued by hand, and agents could not actively track return status, adding days to resolution times.
The solution
Fellow implemented AfterShip Returns to automate return routing, enforce eligibility and return-fee rules, and enable in-store and on-store exchanges. Automation removed the manual processing bottleneck so exchanges could ship as soon as a return was received.
“We're big fans of the product and are now looking into other AfterShip products.”
SHStephen Davis HernandezDigital Product Manager, Fellow
The results, in context
According to Fellow's customer story, average resolution time fell 52%, from 14.46 days in July 2023 to 7.52 days in under six months. The company reports recapturing over 20% of revenue through exchanges and store credit, converting almost 15% of refunds into exchanges and over 10% into store credit, and freeing roughly 1.5 support agents' workload.