When Tory Burch kicked off her fashion line in 2005, breaking down barriers to accessibility was front and center. Inspired by friends and family and poised at her kitchen workspace, she conjured approachable styles that easily transitioned from work to evening. With items that are both casual and sophisticated, exclusive and inclusive, Tory Burch may be best known for transforming workplace-footwear with the infamous ballet flat, which is credited with making Burch herself a billionaire.
Today, with 250 stores worldwide, approachability is still at the heart of the brand. That's why Tory Burch recently took another step to make it easier for their customers to interact with them. They've added a printerless returns solution provided by Narvar, which means that should an item not work out, the customer doesn't need to worry about printing a return slip. They can kick off the process with just a return code on their mobile device and a trip to the nearest UPS.
“We’re very focused on customer experience at Tory Burch, and Narvar’s new printerless returns solution provides an easier alternative for our customers, so it was a must-have for holiday and 2019,” said Devon Chatley, director of digital product and user experience at Tory Burch. “In just the first two weeks of being live, we’ve seen 16% of customers select this new printerless returns option.”
Narvar is the first solutions provider to introduce a printerless option into a retailer's returns process. Shoppers initiate a return on the retailer’s website, select the printerless return method, and get a mobile return code in the portal and via email, along with UPS locations nearby. When they drop off the package at UPS, the associate there will scan the code and take care of the rest.
“In just the first two weeks of being live, we’ve seen 16% of customers select this new printerless returns option.”—Devon Chatley, Director of Digital Product and User Experience, Tory Burch
Today’s consumers expect an easy and seamless returns experience. According to the findings from Narvar’s recent report, “The State of Returns: What Today’s Shoppers Expect,” consumers are deterred by restrictive or complicated return policies and processes. Specifically, when asked what services they want most when returning products, more than 20% of respondents expressed an appetite for printerless returns.
Tory Burch is ahead of the rest, being the first retailer to deploy printerless returns with Narvar, giving consumers more control over how they send items back while also eliminating the need for pre-printed labels and thereby reducing the retailer’s return costs.
Printerless returns is the latest feature added to Narvar Return, a branded, self-service return solution that makes returns easy for customers and efficient for retailers. With Narvar Return, retailers are able to set and enforce return policies, convert returns to exchanges and repurchases, and get timely visibility into return reasons and analytics. Consumers are able to immediately see what’s eligible for return, the refund amount, and select the return method most convenient for them, as well as immediately shop for a replacement or process an exchange.
To learn more about Narvar Return, please get in touch.
Catherine is VP of Marketing at Narvar. Prior to joining, she worked for a number of AdTech & MarTech companies including Zeta Global and IgnitionOne, transforming marketing teams into growth catalysts.