Straight to the point
FutFanatics is a Brazilian e-commerce company specializing in soccer jerseys, shoes, and athleticwear. They carry a wide selection of jerseys from national and international club teams as well as national teams. The company has gained a loyal following of soccer fans as well as collectors who turn to the site when in search of obscure or rare jerseys.
Unique shoppers
FutFanatics’ customers are unique shoppers. Firstly, many of their clients are serious collectors with large collections of soccer jerseys. These shoppers will often buy jerseys of unknown teams just to have them in their collection. They usually know what size to order based on brand since they’ve typically already purchased several jerseys.
Most of their clients, however, are simply soccer fans. For these shoppers, ordering the right size in a jersey has an added layer of complexity. The reason being is that some people buy jerseys to play soccer in, while others buy them for casual use. Depending on their use case, shoppers will prefer different sizes. The same shopper might prefer a tighter fit for casual use and a looser fit for playing. This can making ordering the right size a little trickier, and highlights the need for giving shoppers as much information as possible about sizing to help them make a decision
Mapping opportunities for improvement
While identifying operational deficiencies and opportunities for improvement, FutFanatics knew they need to reduce their return rates. After identifying the most common reasons for returns, like product quality issues and incorrect sizing, they went on to map out solutions to address each reason for return. The company evaluated 3 solutions to reduce sizing uncertainty and ultimately decided on implementing Sizebay’s Size & Fit Advisor.
Other tools
In addition to implementing Sizebay’ Size & Fit Advisor, FutFanatics took other measures to help their customers order the right size. The company set up a studio in their office to take their own product photos. This allowed them to ensure they were using high-quality photos. Using their own models also allowed them to provide their shoppers with additional information relating to the model’s measurements and the size they wear.
Results
Returns and exchanges will always exist in fashion e-commerce but that doesn’t mean they can’t be drastically reduced.
Since implementing Size & Fit, FutFanatics noticed a marked increase in their conversion rates and a reduction in their return rates. Their return rates are lower than their competitors and they’re still working to lower them further. Between January and July 2024, Size & Fit was used by 12.76% of users, which is high for their segment. The return rate for users that used Size & Fit was 30.5% lower than those who did not.
Moving forward, we’ll be collaborating closely with FutFanatics to continue mapping other areas for improvement. Our focus now is finding ways to encourage more users to use Size & Fit. As with all our clients, we aim to foster mutually-beneficial relationships. Partnerships focused on innovation and improving results for everyone involved.
Advice for other e-commerce stores
FutFanatics shared some valuable insight for other fashion e-commerce brands relateing to turning negative experiences into positive ones. Having to return or exchange garments purchased online is always a negative experience, but FutFanatics explained how they are transform those experiences for customers.
By responding to customers quickly on all channels and resolving their problems as fast as possible, negative experiences don’t have to end negatively. With efficient customer service and reverse logistics, FutFanatics is still able to win over customers who have to make a return or exchange. The brand says that’s the key to driving repeat purchases and nurturing customer loyalty.
If you’d like to learn more about how Size & Fit can increase your conversions and reduce returns, schedule a demo with our team today!
