Redo

Redo Tech, Inc. provides a post-purchase e-commerce platform designed to streamline operations for online merchants. The company was co-founded by CEO Sterling Snow and Tay Brown. Brown, having built several online brands, experienced the challenges of returns firsthand and developed the initial concept and MVP for Redo. Snow, previously the CRO at Divvy, joined as co-founder and CEO in September 2023, bringing his experience from the high-growth fintech sector. The company is headquartered in Draper, Utah.

Redo's core business revolves around optimizing the post-purchase experience for direct-to-consumer brands, primarily those using platforms like Shopify. The company's business model is a departure from the typical SaaS structure; instead of charging merchants a subscription fee, Redo's software is free for brands. Revenue is generated through a usage-based model. At checkout, a merchant's customers are offered optional, low-cost return coverage. If a customer who purchased this coverage needs to make a return, Redo covers the cost of the return shipping label. Redo profits from the customers who purchase the coverage but do not end up making a return. This model aligns Redo's success with that of the merchants on its platform.

The platform offers an integrated suite of tools to manage returns, exchanges, order management, claims, warranties, and customer support. A key feature is the self-service returns portal that allows customers to initiate returns and exchanges independently, which can be customized to the merchant's brand. The system incentivizes exchanges over refunds and utilizes AI agents to personalize customer interactions, analyze return reasons, and identify damaged products to prevent abuse. Redo also offers solutions for automating order fulfillment, managing claims for lost or damaged packages, and optimizing checkout with A/B testing and one-click upsells. The platform integrates with major e-commerce platforms like Shopify, BigCommerce, and Salesforce CommerceCloud. In January and August 2024, the company announced it had raised a total of $26M in funding, including a $24M Series A round led by Pelion Venture Partners, to accelerate product development.

Keywords: e-commerce returns, post-purchase experience, return automation, Shopify apps, exchange optimization, order management software, customer support automation, returns management, package protection, checkout optimization, usage-based pricing, e-commerce logistics, revenue retention, AI in e-commerce, customer loyalty, claims processing, warranty solutions, direct-to-consumer tools, retail technology, supply chain software