P&Co has increased its repeat purchase rate by 24% after introducing Reveni’s instant refunds and exchanges, improving the returns experience while reducing the workload on its customer support team.
Established in Birmingham’s Jewellery Quarter in 2013, P&Co has built its identity around creativity, craftsmanship and clothing designed to last. Influenced by vintage Americana, the brand combines an emphasis on detail with a community that connects through its clothing, events and visual storytelling.
As P&Co grew, its spreadsheet-based returns process became difficult to maintain. Manual refunds absorbed support capacity, while fast-moving stock made exchanges hard to guarantee before returned items reached the warehouse.
With Reveni, refund processing became 2.1 times faster and exchange value increased by 11%.
Katie Evans, Operations Manager at P&Co said of the shift: “The customer support team were talking to me about the dark times before Reveni when returns were processed on a spreadsheet and it was super manual. We worked out it saves 64 days of customer support time not having to manually process refunds.”
The change freed the support team to focus on customer conversations. Reveni’s product-level returns analytics also helped P&Co improve products and refine size guides, while customer feedback highlighted a smoother, easier returns experience.
Reveni’s instant solutions allow eligible refunds and exchanges to proceed before the original goods arrive back at the retailer. Requests are assessed in real time using the company’s own risk model, enabling customers to receive their refund or have a replacement dispatched while the return is still in progress.
For customers exchanging an item, this removes the need to wait for the original purchase to reach the warehouse before a replacement can be sent. The service is designed to help retailers retain the sale and resolve the customer’s request sooner, with Reveni assuming the fraud risk associated with its instant solutions.
Fernando Pedraz, CEO and founder of Reveni said: “A return is a moment when a customer decides whether they’ll shop with you again. Making them wait for their money or a replacement puts that next purchase at risk. P&Co understood that getting this right could bring customers back. There is real commercial value in giving returns the same attention as the sale.”
The service forms part of Reveni’s wider commerce platform, which brings together returns, exchanges, cross-border logistics and AI-assisted shopping. Founded in 2022 with an initial focus on instant refunds, the company has expanded its offering to support retailers across more of the customer journey.
