Who is Ninepine?
Ninepine is a Swedish clothing brand that has taken both the EU and US markets by storm. With an explosive 200% growth in 2023 alone and reaching an impressive €20 million in turnover, returns were bound to surge.
Operating with an ultra-lean team of just three full-time employees, they quickly realized their return and exchange process was a bottleneck—too time-consuming, not scalable, and eating into efficiency.
They set out to transform their returns into a powerful asset, driving higher automation, better data analytics, and seamless exchanges to boost customer satisfaction and streamline operations.
The Challenges
At the core of Ninepine’s skyrocketing growth lies efficiency, simplicity, and cost-effectiveness. But their return process wasn’t keeping up. Scaling efficiently while minimizing manual work was a pressing challenge.
With just three people, handling customer support and managing returns—especially exchanges—was eating up valuable time. Rising shipping costs associated with returns added another layer of complexity, making it clear that a smarter, cost-effective, and automated solution was essential.
Before yayloh, managing exchanges was entirely manual, and we lacked the tools to push revenue-retaining options like exchanges or store credits.
The Solution
To tackle these challenges, Ninepine turned to yayloh. This game-changing collaboration introduced them to a branded return portal, automated exchanges, and advanced return analytics. But what truly set yayloh apart was Return Check-out.
Return Check-out empowered customers with multiple return shipping options, including top-tier carriers like Postnord, UPS, DHL, and Budbee (now part of Instabee)—even enabling parcel locker drop-offs. This gave Ninepine’s customers the freedom to choose their preferred return method while allowing the brand to customize return fees based on return types, optimizing costs and retention.
We chose yayloh because it provides strong revenue retention mechanisms, supports all our key carriers—including Budbee—and offers invaluable data insights into return reasons. This powerful combination allowed us to streamline our return process while elevating customer experience.
The Impact: Retention & Customer Loyalty Boost
Ninepine leveraged yayloh’s powerful rule engine and Return Check-out to completely overhaul their return experience—turning it into a growth driver.
By offering flexible return options, customers could select the return method that best suited them. The results spoke for themselves—where Budbee Box was an option, nearly 50% of customers chose it, proving the growing demand for convenience-driven returns.
Ninepine also tapped into yayloh’s rule engine to supercharge retention.
By simply migrating from manual exchanges to yayloh Ninepine increased their retention rate by 10 to 20%
But after sitting down with yayloh team to craft a more retention-oriented return strategy their retention rate skyrocketed to 40%. How ? By leveraging yayloh rule engine to charge a fee for refunds but waiving it for exchanges or store credit and by nudging customers toward revenue-retaining choices.
Since implementing yayloh, we’ve increased our revenue retention from 10% to over 40% by enabling self-service exchanges and returns for gift cards and refining our commercial strategy with yayloh’s team. At the same time, we’ve significantly cut operational costs in both our warehouse and customer service teams.
The Takeaway: Transforming Returns into a Growth Engine
Ninepine’s partnership with yayloh and its adoption of Return Check-out have been nothing short of transformative.
With yayloh’s robust capabilities, deep integrations with top shipping carriers, and Return Check-out empowering customers to make seamless returns, brands can streamline their operations, reduce costs, and maximize customer satisfaction and retention.
Returns don’t have to be a problem—they can be a competitive advantage. And Ninepine is proof that with the right solution, you can turn them into a powerful driver of growth.
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