How Princess Polly Slashed Stockouts 55% and Drove $1.23 Upsells per Return

Introduction

Princess Polly has grown into a top online destination for Gen Z fashion by focusing on speed, style and user-friendly experiences. Returns are a critical touchpoint—done right, they can turn a refund into a new sale. After migrating from Adobe Commerce, the brand used Shopify Plus alongside Loop’s on-site exchange feature to overhaul its return workflow.

The Challenge

Returns are sensitive. Delay an exchange and a customer sees “out of stock.” Lost trust and lost revenue follow. Princess Polly needed a system that could process returns instantly, surface replacement options and keep inventory data accurate in real time.

The Solution

Shopify Plus offers a flexible, API-led foundation, and Loop unlocks automated returns with an on-site exchange widget. When a shopper creates a return, they’re shown replacement suggestions drawn from current inventory. Data flows seamlessly from front end to back office, giving operations teams clear metrics on reasons for return, popular replacement items, and customer feedback.

Results

Within a year Princess Polly recorded a 55% drop in out-of-stock incidents during returns. The instant exchange option drove an average $1.23 upsell per return request, turning what was a refund into incremental revenue. Customers consistently praise the clear, fast process—building loyalty and reducing repeat return rates.

Looking Ahead

With operations running leaner and insight dashboards in place, Princess Polly can refine its product assortment and returns policy. Future plans include predictive return analytics and dynamic recommendations powered by machine learning to push AOV even higher.