How Muscle Republic turned returns into retention

As one of Australia's leading performance apparel brands, Muscle Republic partnered with Refundid to transform a slow, manual returns process into a seamless, instant experience - for both their customers and the broader team.

Their team knows that a good post-purchase experience translates to their customers feeling confident and cared for, even after they have clicked ‘buy’. When the experience feels effortless, it builds trust and shows that they value their community, and their loyalty.

This is why Muscle Republic chose Refundid to power their return operations. Here are their results!

Moving platforms is never easy, but for Muscle Republic, switching to Refundid from their previous provider felt anything but disruptive. With a proactive Refundid team managing timelines, handling technical requirements, and even visiting the warehouse in person, the transition was smooth from start to finish. The local, Sydney-based team and a genuine focus on collaboration made all the difference.

“Hands down the easiest onboarding we’ve had. Communication was 10/10 from start to finish. Timelines were well managed and technical requirements handled quickly - it genuinely felt seamless.”

Rachel Dougherty, Head of Customer Experience, Muscle Republic

Before Refundid, customers waited for items to be received and processed before anything could happen. This created uncertainty, follow-up enquiries, and an experience that didn’t reflect the brand Muscle Republic had built.

Since launching with Refundid, the team have reported less customer frustration, fewer support tickets, and 46% of their customers opting in for an exchange rather than a refund.

“We pride ourselves on getting orders out quickly, so it’s been fantastic to have a return platform that mirrors that same fast, seamless experience.”

Frances Bugnot, Senior Customer Experience Specialist, Muscle Republic

With Refundid fully integrated into their Shopify and Peoplevox tech stack, the Muscle Republic warehouse team went from a time-consuming, manual returns process to a streamlined “scan and go” flow. Multiple returns can now be processed simultaneously using computers and handheld scanners, with new SKU labels printing automatically. The team can handle high volumes without the strain - especially during peak periods.

“Now it’s as simple as scan and go when we receive returns - it’s saved the team a ton of time and made the process much smoother.”

Samantha Caputo, Warehouse and Customer Experience Specialist