HomeShopify EngineeringWindsor Boosts In-Store Traffic By 48% With The Happy Returns BORIS Solution

Shopify Engineering

Windsor Boosts In-Store Traffic By 48% With The Happy Returns BORIS Solution

Windsor, a leading women’s fashion and lifestyle retailer with 350+ stores nationwide, is known for providing shoppers with convenient, confidence-boosting experiences —from first browse to final purchase. As Windsor’s e-commerce business grew, the brand wanted to ensure that returning items was just as seamless as buying them. The goal was to transform returns from a simple service into a powerful moment for driving loyalty, engagement, and repeat sales.

Challenge

Windsor wanted to make returns more than a convenience — it needed a way to drive shoppers back to stores and build loyalty.

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Solution

Happy Returns enabled Windsor to integrate BORIS and Return Bars®, giving shoppers flexible options and a frictionless experience.

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Benefits

74% of returns now happen in-store (up from 50% before Happy Returns)
12% of in-store returns lead to same-day purchases
Nearly 70% of returns are processed in store, reducing warehouse strain

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Partnering with Happy Returns allowed Windsor to streamline its post-purchase experience, leading with buy online, return in-store (BORIS) — and complementing it with the Return Bar® network to give shoppers flexible options for how and where they return. This partnership not only enhanced convenience but also encouraged more shoppers to reengage with stores, increasing both satisfaction, foot traffic, and in-store sales.

The Challenge

Before partnering with Happy Returns, Windsor’s return process was primarily managed through parcel returns to its distribution center. While this approach met basic customer needs, it lacked the immediacy and personal connection that builds long-term loyalty. Windsor recognized an opportunity to strengthen customer relationships by making returns more seamless and personal — transforming them into moments that reengage shoppers and bring them back in-store.

“We want every part of the customer journey — even returns — to reflect the same care and convenience as our shopping experience.”

– Freya Seeger, Senior Director of Ecommerce, Windsor

The Solution

Windsor trusted Happy Returns to implement an omnichannel post-purchase experience that would drive shopper loyalty, while balancing operational efficiency. Powered by our Return and Exchange Portal, the solution unified buy online, return in-store (BORIS) and the Return Bar® network into one seamless platform. This connected experience extended Windsor’s customer-first philosophy beyond the point of purchase — driving greater convenience, satisfaction, and renewed in-store engagement.

Through the portal, shoppers can easily start a return or exchange online and choose their preferred method. The process requires no boxes, no labels, and no long waits for refunds. Whether returning to a Windsor store or dropping off at a nearby Return Bar®, the experience is fast, intuitive, and hassle-free — reinforcing Windsor’s promise of convenience and encouraging repeat engagement.

Behind the scenes, the Happy Returns platform has made Windsor’s operations more efficient by shifting much of its returns processing from the warehouse to stores. Returns initiated online can now be completed and processed directly in-store, reducing reliance on centralized labor while keeping inventory moving faster. At the same time, the Return Bar® network gives shoppers even more convenient drop-off options without adding complexity for Windsor’s teams. Together, BORIS and consolidated returns have created a more balanced, scalable system that supports both operational efficiency and e-commerce growth.

“The return process is quick and easy for customers — whether they’re returning in store or through the Return Bar® network. It’s become part of how we deliver great service after the sale.”

—Freya Seeger, Senior Director of Ecommerce, Windsor

Results

The partnership between Windsor and Happy Returns has proven that returns can be a powerful retention lever — not just an operational necessity. By making returns more accessible and immediate, Windsor has transformed what was once a logistical process into a driver of both loyalty and revenue.

48% lift in store traffic¹

Since launching Happy Returns, Windsor has seen a measurable shift in shopper behavior that underscores the value of in-person returns. Nearly three-quarters of all returns — 74% today compared to 50% before Happy Returns, a 48% lift — now take place in stores. This shift demonstrates how frictionless, in-person experiences can drive engagement. Each return visit has become a chance for customers to reconnect with the brand — interacting with store associates, exploring new arrivals, and often leaving with something new in hand.

12% of BORIS returns convert to same-day purchases²

That behavioral change translates directly into sales impact. Twelve percent of in-store returns now result in a same-day purchase, turning what could have been a refund into a renewed sale. These interactions not only lift revenue but also reinforce Windsor’s brand promise of convenience, connection, and confidence.

Nearly 70% of returns processed through stores²

Behind the scenes, Windsor’s operations have become significantly more efficient. With almost 70% of total returns now processed through stores, the company has reduced its reliance on centralized warehouse labor and improved throughput without adding complexity. This distributed model allows Windsor to scale e-commerce growth while maintaining the speed and reliability that shoppers expect.
Customer feedback reflects these outcomes. Shoppers consistently describe their experiences as “quick and easy,” “smooth,” and “fast,” underscoring that convenience is a key component of loyalty.¹ By making the return experience as effortless and satisfying as the shopping experience, Windsor and Happy Returns have redefined what post-purchase satisfaction means in modern retail..

Looking ahead

Windsor plans to continue building on its partnership with Happy Returns to make operations even more customer-centric. Future initiatives include using the Happy Returns exchange feature and developing new in-store engagement strategies designed to strengthen shopper retention even further. With Happy Returns, Windsor has turned what was once a transactional necessity into a moment that deepens relationships, strengthens brand affinity, and drives measurable growth.

“For us, Happy Returns isn’t just a returns solution — it’s a retention strategy. We’ve turned returns into a moment that drives traffic, engagement, and loyalty.”

—Freya Seeger, Senior Director of Ecommerce, Windsor

For more

If you’d like to know more about Windsor’s success with Happy Returns and how the process can deliver similar results for your brand, please reach out for a free demo.