What exactly makes a shopper a serial returner?

The question

• What are the exact rules for a serial returner?

Applies to

• A shop that sends its returns to Faslet, with serial returners switched on or a marketing tool connected (Spotler, Klaviyo or Voyado); any shop platform

Answer

A shopper is a serial returner in one of your stores when, of what they ordered there in the last 6 months:

• they returned at least 5 order lines, and
• the order lines they returned are at least 70% of the items they ordered.

An order line counts once, however many of its items came back. Each store is counted on its own: a shopper who buys in two of your stores is checked separately in each. Only returns that reach us with a return reason, and that we can match to the order, count, so the list depends on your returns coming in. We recalculate it once a day, not live, and a shopper who no longer meets the rule drops off at the next run.

You find your serial returners in the Faslet portal under returns, tab serial returners. To see who a serial returner is in your shop, click them there and scroll down to their orders: look up one of those order numbers in your shop admin, and the order shows you the customer.

Good to know: in Spotler, Klaviyo or Voyado, the serial returner field on a shopper's profile changes the next time our size advice gives that shopper a size recommendation, not when our daily recalculation changes. So it can show an older status for a while.