Glov Beauty Increased Retention & Recaptured 29.5% Revenue with ParcelPanel Returns

Business Profile

Glov Beauty is a pioneer in water-activated cleansing gloves. With a mission to deliver quality products, the brand uses eco-friendly products that empower its customers’ self-expression and confidence. 

Brand:   GLOV BEAUTY

Industry: Beauty

Platform: Shopify Plus

Country: US

Year Founded: 2011

Employees: 11-50

Usage: Since October 2024

Gradually, the brand built a strong reputation and grew to serve over 60 countries worldwide.

But behind the increasing number of customers was a growing problem. Glov Beauty’s returns procedure was slowly frustrating its customers and overwhelming the customer support team. 

Jessica, their director of customer experience, recalls the struggles: “Before ParcelPanel, handling returns was exhausting. The manual process of approving requests, tracking packages, and updating customers all took time.”

Glov Beauty’s commitment to customer satisfaction meant that all returns had to be handled with care. So, something needed to be done to handle the existing manual system that was becoming unreliable.

The challenge: Customer expectations vs. operational reality

Despite serving a larger customer base, fewer people were coming to buy from the brand again. The customer support was getting flooded with complaints every day.

Despite a growing customer base, Glov Beauty noticed a troubling trend—fewer shoppers were coming back. The customer support team faced a flood of return-related queries: “I returned my product a week ago. When will I get my refund?” “Why is my exchange taking so long? I haven’t heard anything?”…

Glov’s manual returns process was stretched to its limits. With more beauty shoppers expecting flexible exchanges, the brand struggled to keep up. Meanwhile, competitors, on the other hand, have already optimized their post-purchase experience—customers could return and exchange products effortlessly, boosting retention and loyalty. 

If Glov didn’t act quickly, sooner or later it would lose customers and revenue.

The Search: Fit returns and exchanges solution

Facing mounting customer support pressure and rising return rates affecting revenue, the Glov team knew they needed an advanced automation system that could:

• Centralize their customers’ return processing from a single location
• Reduce manual intervention by activating automation capabilities
• Maximize revenue retention through exchanges instead of refunds
• Enhance customer communication during the return processing stage with automated email updates.

“We initially thought about building our returns system.” Monika Zochowska, the co-founder and CEO, said. “But I realized that not only would it take time to build but also demand extensive resources to maintain. Our customers needed a solution right away.”

With no time to waste, Glov Beauty’s management team decided to go with a robust, ready-made solution: ParcelPanel.

The solution: ParcelPanel transformed Glov Beauty’s return process

“After 10 days of research, we explored different return management platforms, including AfterShip and Loop Returns,” said Ewa Dudzic, Co-Founder and Vice President. “ParcelPanel proved to be an all-in-one solution — simple, cost-effective, and automated. It transformed our returns process into a seamless, stress-free experience.”

Advanced and flexible returns management system

Glov Beauty’s customer support team struggled to track return requests through multiple channels (email, support tickets, and social media messages). The process is confusing, time-consuming, and error-prone.

Now, with ParcelPanel’s centralized dashboard, Glov’s team can view and manage all return requests, track the status of order returns, monitor processing progress, and even automatically send email notifications – all from a single interface. This eliminates back-and-forth communication and improves response times and overall efficiency.

Embedded return page customization

With ParcelPanel, Glov Beauty revamped its returns page to match its sleek and elegant branding. Customization features allow them to adjust colors, fonts, and layouts, ensuring a seamless brand experience. 

Guided exchange for better retention

Before ParcelPanel, most returns resulted in refunds—leading to lost sales. Glov Beauty leverages ParcelPanel’s flexible exchange rules to guide customers through product exchanges. Whether it’s using Shopify’s recommendation engine and allowing swaps between all products or restricting swaps to specific collections, Glov has complete control. This approach helps to maintain revenue while ensuring that customers find the right products.

Streamlined returns with auto-approval

Previously, every return request had to be manually reviewed, which was slow and added to the support team’s workload. With ParcelPanel’s automated approval process, eligible returns can now be processed instantly, eliminating delays and ensuring a smoother customer experience. 

“At Glov Beauty, customer satisfaction drives everything we do. ParcelPanel ensures we achieve that by making returns trouble-free, reinforcing trust, and strengthening brand loyalty.”

Monika Żochowska, Co-Founder & CEO

Automated Email Notifications

One big problem Glov Beauty dealt with was to follow up and answer the “Where is my return?” questions. But ParcelPanel’s automated email updates kept Glov’s customers informed at every stage of the return process. From return request confirmation, approval, or rejection to refund issuance or exchange order creation, buyers can receive timely updates without having to follow up manually.

This reduces uncertainty, minimizes the “where is my return” inquiry, and allows Glov’s support team to focus on higher-value tasks.

The Results: Turning returns into a growth opportunity

“We were losing too many sales to refunds. ParcelPanel’s exchange features helped us retain more revenue while keeping customers happy.” 

Ewa Dudzic, Co-Founder and Vice President.

ParcelPanel’s post-purchase strategies significantly improved Glov’s return process. Key achievements from the solution include:

• 29.5% return revenue retention: Glov saves 29.5% more as more customers choose store credits and gift cards as exchanges instead of direct refunds. 
• 39.06% drop in return rate: Now that Glov Beauty could easily track why customers were returning products, it was easier for them to make necessary adjustments. This reduced common return issues, thus lowering return rates while improving customer satisfaction. 
• 35% increase in customer retention rate: The branded self-service return portal and a smooth returns and exchanges experience boost customer satisfaction and loyalty, encouraging repeat purchases.
• 106% faster return processing time: With ParcelPanel’s automatic return approvals and management dashboard, Glov Beauty made returns much faster. It, therefore, reduced return-related questions as customers got instant updates about their returns.

“Before ParcelPanel, returns were a real hassle for us and our customers. But now it is so easy! Customers simply go to the return portal, enter their order number, and select the item they want to return. Instead of a refund, they can select a replacement product right from the portal. Once they confirm the exchange, the replacement is shipped within days.”

Chief Marketing Officer at Glov Beauty.

The future: Growing bigger while making returns effortless with ParcelPanel

With ParcelPanel’s solid solution, Glov Beauty can confidently expand into new markets without worries about return issues. As the brand grows, ParcelPanel’s scalable solution will keep returns smooth and effortless, ensuring customers remain satisfied and happy.