P&Co says it has increased its repeat purchase rate by 24% after introducing Reveni's instant refunds and exchanges.

As the British brand, which was founded in 2013, grew, its spreadsheet-based returns process became difficult to maintain. Manual refunds absorbed support capacity, while fast moving stock made exchanges hard to guarantee before returned items reached the warehouse. With Reveni, refund processing became 2.1 times faster and exchange value increased by 11%.

Katie Evans, Operations Manager at P&Co, says: “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. We worked out it saves 64 days of customer support time not having to manually process refunds.”

The change freed the support team to focus on customer conversations. Reveni’s product level returns analytics also helped P&Co improve products and refine size guides, while customer feedback highlighted a smoother, easier returns experience. 

Reveni’s instant solutions allow eligible refunds and exchanges to proceed before the original goods arrive back at the retailer. Requests are assessed in real-time using the company’s own risk model, enabling customers to receive their refund or have a replacement dispatched while the return is still in progress.

Fernando Pedraz, CEO and Founder at Reveni says: “A return is a moment when a customer decides whether they’ll shop with you again. Making them wait for their money or a replacement puts that next purchase at risk. P&Co understood that getting this right could bring customers back. There is real commercial value in giving returns the same attention as the sale.”

2026 RTIH Innovation Awards

Returns will be a key focus area at the 2026 RTIH Innovation Awards.

The awards, which celebrate global retail technology innovation in a fast moving omnichannel world, have now closed for entries. Our winners will be revealed at the 2026 RTIH Innovation Awards Ceremony, taking place at The HAC in Central London on Wednesday, 4th November.

Check out our 2026 shortlists and finalists here.

We received a record number of entries this year and many fantastic examples of technology excellence driving transformative change across the global retail sector.

Congratulations to all those who made it through the initial submission process! It’s now over to our star studded judging panel who will decide the winners to be announced at the 2026 RTIH Innovation Awards Ceremony, taking place at The HAC in Central London. 

The event will be held on Wednesday, 4th November and consist of a drinks reception, three course meal, awards ceremony presided over by award winning stand-up comedian, presenter, actor and broadcaster, Aurie Styla, and after party until 1am.

Click here to book your place at the 2026 RTIH Innovation Awards Ceremony on Wednesday, 4th November.