How Blackberrys Turned Returns into Revenue Growth & Customer Delight with Return Prime

"We see a long-term future with Return Prime. We’re constantly bringing new ideas to the table — many of which are industry-first, and Return Prime is enabling it for  us"
— Deepak Khatri, Blackberry

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About Blackberrys

Established in 1991, Blackberrys has transformed into India's foremost fashion retail brand. Boasting an expansive network of over 400+ exclusive stores and more than 1250+ retail touchpoints across the country, Blackberrys is dedicated to the art of impeccable craftsmanship, driven by continuous innovation. Embracing and celebrating the individuality of consumers, Blackberrys consistently anticipates the fashion of the future and pushes boundaries in design and fit. Through this unwavering commitment, Blackberrys crafts products that not only clothe their consumers in confidence but also ignite their spirit to “Keep Rising”

The Opportunity

With its D2C channels gaining momentum, Blackberrys identified a key growth opportunity:

• Introducing exchange options to reduce return volume
• Enhancing size and color flexibility for customers
• Reducing refund timelines to elevate post-purchase experience
• Evolving a manual process into an automated, insight-driven one

Rather than viewing returns as a challenge, Blackberrys saw them as a chance to improve customer experience and retain revenue.

The Solution

In December 2024, Blackberrys partnered with Return Prime, GoKwik’s advanced return automation platform, to redesign its return experience. The approach was focused, scalable, and customer-first:

• Smart Exchanges: Empowered customers to seamlessly switch products instead of returning them, significantly reducing refund volume.
• Upsell & Store Credit: Encouraged product upgrades during exchanges and converted refunds into store credits with smart nudges—turning returns into fresh purchase opportunities.
• End-to-End Automation: Automated the return journey—from initiation to resolution—ensuring quicker refunds and fewer manual interventions.
• Doorstep QC & Logistics Sync: Enabled doorstep quality checks and integrated logistics workflows to fast-track pickups and maintain product quality.
• Backend Integration: Synced with WMS and LMS platforms to ensure a smooth, unified ecosystem across warehousing and shipping.
• Custom Exchange Rules: Offered higher-value product recommendations to boost AOV during the exchange flow—growing cart sizes while improving CX.

The Results

In just three months (Jan–Mar 2025), Blackberrys saw transformative results:

•  Exchanges jumped to 52% of returns
  Customers embraced the flexibility to swap instead of cancel, helping Blackberrys retain more revenue.

•  12% of revenue retained through upselling
  Customers opted for better, higher-value products during exchanges.

•  Average refund turnaround time reduced to 24 hours
  Faster resolutions significantly boosted customer trust.

•  92% of return pickups completed within a day
  Operational efficiency improved dramatically, even during sale peaks.

‍A Stronger Customer Experience

With over 55% of its online customers being repeat buyers, Blackberrys focused on making the return journey as premium as its product promise. Exchange flexibility, instant refunds, and smoother logistics helped build loyalty—especially in emerging markets.

‍What’s Next?

Blackberrys continues to co-innovate with Return Prime, paving the way for smarter return automation. Upcoming initiatives include:

• Industry-first refund automation for cancelled or RTO orders post-exchange
• Category-based rule engines for personalized return experiences

Conclusion

Blackberrys has turned returns from a logistical necessity into a strategic growth driver. By embracing smart exchanges, automation, and upselling tools from Return Prime, the brand has not only improved operational efficiency but also deepened customer trust.

This collaboration showcases how a premium fashion brand can reimagine the post-purchase experience to meet evolving consumer expectations—and emerge stronger, smarter, and more future-ready in the D2C landscape.