Tropicfeel is about bringing the excitement of travel to everyday life. They aim to inspire authentic, conscious travel so people always leave a positive footprint no matter where they go. A longtime Shopify vendor and a Narvar partner since 2021, Tropicfeel utilizes a number of Narvar’s most popular products including Track and Return to give their customers the ultimate post-purchase experience. 

To ensure customers receive an exceptional and branded post-purchase experience, Tropicfeel (a Shopify user) partnered with Narvar to consolidate order tracking and returns management under a single, end-to-end platform. Since starting its relationship with Narvar, Tropicfeel has seen a number of benefits including improved customer satisfaction, fewer WISMO inquiries, higher exchange volume versus refunds, and more. 

Frustrating. That’s the one word Operations Manager, Miquel Regidor, would use to describe the post-purchase experience at Tropicfeel in early 2021. In addition to dealing with off-brand carrier tracking pages, Tropicfeel utilized a returns solution that failed to properly embed with their website. The result of this dysfunction?—Higher costs, reduced revenue, and an off-brand customer experience.

Rather than suffering through the status quo, Miquel and the team at Tropicfeel decided to make a change. They ditched the disparate post-purchase tools in favor of bringing order tracking and returns management under the umbrella of the industry’s only end-to-end post-purchase platform. 

In plainspeak, they partnered with Narvar. 

“Shoppers weren’t getting the full Tropicfeel experience—our previous return platform didn’t embed in our website and that didn’t leave our customers with a good feeling when they needed to process a return.” 

Miquel Regidor, Operations Manager at Tropicfeel

Quick, explosive results for WISMO and Returns

It didn’t take Tropicfeel long to begin seeing some incredible results from their Narvar implementation. In fact, Tropicfeel’s customer service team saw WISMO (“Where is my order?”) inquiries drop by more than 90% in just a few months. 

Similarly, the customer service team saw tickets plummet for certain returns-related issues. For example, returns tickets related to their knotless shoelace technology declined by 80%, improving team efficiency and customer satisfaction at the same time. Additionally, Narvar helped convert roughly 44% of all returns into exchanges—up from 37.5%—helping Tropicfeel retain revenue that would otherwise be lost to refunds. 

“Narvar is very good at helping us promote exchanges over refunds, which we love,” explained Miquel. “In the near future, we’ll start using Narvar to encourage customers seeking a refund to do instant store credit instead.”

Instant store credit will allow the customer to immediately reengage with Tropicfeel and its products during the return process, reducing shopper friction and increasing revenue recapture.

“Before Narvar, we didn’t provide credit for a return until the product reached our warehouse. Now we have a faster process that allows us to get credit to customers in less time while validating the products once they’re returned—it’s a four or five day difference for our customers.”

Miquel Regidor, Operations Manager at Tropicfeel

Embracing the Tropicfeel experience

Given the soaring cost of acquisition for new customers, loyalty is hugely important for online merchants at this time. Despite being a newer brand, Tropicfeel’s customer experience is so exceptional they manage to see between 40% and 50% recurrency.  

Unlike their former vendors, Narvar’s post-purchase solutions allow Tropicfeel to retain complete brand control. That control guarantees “shoppers feel safe and secure inside the Tropicfeel experience,” explained Miquel, with no random carrier tracking pages or off-brand returns portals to deal with.   

“Narvar Track really gives our customers the best experience possible. We’re offering more accurate estimated delivery dates across six carriers and multiple international borders—it’s great.”

Miquel Regidor, Operations Manager at Tropicfeel

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People powering a partnership

While Tropicfeel credits the performance of Track and Returns as the primary reason for their satisfaction with Narvar, they’re also quick to call out the importance of people in keeping the relationship strong.

“Without the people at Narvar, and the experience those people create, we wouldn’t be as happy as we are,” explains Miquel. “You’ve provided us with exceptional service in both the integration of productions like Track and Returns, as well as communicating with our key carriers. Best of all, when we have software requests or tickets, the response time is super fast which we love.” 

In the months and years ahead, Miquel hopes Narvar and Tropicfeel continue to grow together. “Hopefully we can expand our use of instant store credit and incorporate new products going forward,” he said. “The possibility of using ‘Narvar Package Protect’ to cover packages lost or damaged in-transit is something we see potential for too.”  

“Narvar’s ability to automate almost every aspect of the post-purchase process—returns, tracking, messaging—lets us give our shoppers more brand consistency and a better experience. This makes it easier to keep them engaged and excited after the sale, which fuels retention and recurrence.”

Miquel Regidor, Operations Manager at Tropicfeel

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