Turning returns into a trust engine: how P&Co elevated CX with Reveni
A customer-first operation, built to keep pace
P&Co’s operations team covers fulfilment, store operations and customer support - and customer service is central to how the brand runs day to day.
P&Co wanted to offer instant returns and exchanges straight away — creating a lower-risk experience that builds trust, especially for first-time customers. And as the brand has seen huge growth, Reveni has helped them keep that post-purchase experience running smoothly.
“We're constantly trying to improve the service that we're giving . Customer feedback it’s at the heart of everything we do.”
Katie Evans, Operations Manager, P&Co
The challenge
Before Reveni, returns were handled manually - a process that couldn’t keep up as the business grew.
At the time, they took up meaningful customer support capacity and with stock moving fast, it was difficult to guarantee exchanges while items were still in transit back to the warehouse.
“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.”
Katie Evans, Operations Manager, P&Co
What changed
P&Co wanted to provide instant returns and exchanges - helping reduce the risk for customers (especially first-time buyers) and keeping the experience smooth as the brand scaled.
Operationally, Reveni also removed a significant manual burden from customer support. P&Co calculated the impact in real terms: less time processing refunds, and more time spent on higher-value customer conversations.
“We worked out it saves 64 days of customer support time not having to manually process refunds.”
Katie Evans, Operations Manager, P&Co
Looking ahead
With Reveni in place, the returns experience is showing up directly in customer feedback - with reviews describing the process as smooth, easy, and even enjoyable.
Reveni’s portal also gives P&Co visibility they didn’t have before: clearer returns analytics, including product-level insights into why customers are returning items. That feedback has supported product improvements and practical customer-facing updates, like size guides designed to help customers buy with more confidence.
“The general consensus is that it's incredibly smooth and easy for a customer to return an item, and that returns process is pleasant and enjoyable.”
Katie Evans, Operations Manager, P&Co
Takeaway
P&Co’s experience shows what’s possible when returns are treated as part of the brand experience - not a back-office admin task.
By moving away from spreadsheets and manual processing, and introducing instant returns, exchanges, and stronger returns insights, P&Co has been able to protect customer trust, improve efficiency, and use feedback to make the product and post-purchase experience better over time.
“If I had to describe Reveni in one word, I think it would have to be reliable and… That is down to how responsive and reactive they are and how readily I can speak directly to the team on a call. It's not just like an app or a portal. It's really personal and we have an amazing relationship with all the team that work at Reveni.”
Katie Evans, Operations Manager, P&Co