SIGNED → SEALED → DELIVERED
Forget ghouls and goblins—this time of year, there’s nothing scary for retailers than the specter of peak-season returns.
The good news is, there are plenty of ways you can improve revenue retention across your returns flow.
From gift cards and store credits to incentivized exchanges, as long as you’ve got the right tools and tactics in place you can retain revenue from 60% of your returns.
That’s why we put together this webinar, where you’ll discover…
Lofty consumer expectations are pressuring online merchants to add return drop-off locations, issue instant refunds, and offer generous perks such as free returns. Meanwhile, 32% of online shoppers returned six items or more in the last six months.
Combined, these realities are slashing profit margins.
Led by Heidi Isern (VP of Experience) and David Morin (VP of Customer Strategy) this webinar will use research sourced from more than 2,000 online shoppers across the United States to explore how online merchants can better control return-related costs without compromising customer satisfaction or loyalty.
98% of consumers want to know about a delay with their order before it happens. From fulfillment through the moment the package hits their doorstep, we’ll walk through:
Ever wondered where you can actually put your voice of the customer programs to use in your returns process? From monitoring chatbots and customer service logs to reviews and feedback — British retailer Seasalt Cornwall obsesses over data that tells them how their customers feel — and what they need.
We sit down with Briony Yeates, retail veteran and Manager of Customer Experience at Seasalt Cornwall, where she sketches out the actionable ways Seasalt Cornwall used their voice of the customer to:
If you’re interested in learning how to expedite your refund time, reduce returns-related inquiries, or boost CSAT — this is a conversation you won’t want to miss. Register now!
It’s time to become more holiday-ready than you’ve ever been. So make your list, check it twice, and make sure you’re following all these post-purchase best practices to ensure a revenue-rich peak season.The holidays are coming—is your post-purchase experience ready?If you didn’t answer that question with a resounding “YES”, then this webinar is for you. We’ll cover everything you need to do to prepare for the influx of orders (and returns) that will be coming your way in the next several months.We’ll cover…Enhance the layout and content of your order-tracking experience to maximize repurchases.Lower costs across the order journey with better customer communication.Best practices around holiday return policies and experiencesWays to save thousands through returns-related support costsAnd “snow” ⛄much ⛄more!
We’re taking our beloved peak planning workshop to a screen near you!
Hear from retail experts from Narvar, Zendesk, and Vibes on their recommendations for your most successful holiday season yet.
They’ll cover…
The holidays are coming—is your post-purchase experience ready?
If you didn’t answer that question with a resounding “YES”, then this webinar is for you.
We’ll cover everything you need to do to prepare for the influx of orders (and returns) that will be coming your way in the next several months.
Among other things, this webinar will help you:
It won’t surprise you that size and fit are the #1 reason shoppers return a purchase, accounting for nearly 50% of ALL returns.
That means tackling customer confusion around the size and fit of your products could spare your business from a HUGE chunk of return volume.
Unfortunately, tackling that confusion is far from simple, and you need ideas that will help your bottomline TODAY.
Our advice?—Get better at turning returns into exchanges.
Integrating exchanges into your return flow is a pain-free process, especially if you’re a Narvar customer. In this webinar, you’ll learn why you need to implement self-service exchanges ASAP. You’ll also learn…
50% of your customers are actively tracking their packages.
What can you do to maximize their engagement, lower support-related costs, and drive more sales?
As part of our Customer Education series, this webinar will cover how you can:
*****TRANSCRIPT*****
Hi everyone! Welcome to our webinar.
In this month’s webinar, you’ll learn ways you can drive profits and repeat purchases in outbound order tracking. First, we’ll walk through some common post-purchase mistakes we see made that lead to…
MISTAKE #1: You’re kicking people to a carrier page.
Gone are the days of consumers tracking packages via carrier pages. It’s now tablestakes to send customers to a branded, dyanmic page where they can see the estimated delivery date of their package, interact with personalized content, and receive consistent email and SMS updates to keep them in lockstep with their orders from fulfillment until the moment the package hits their doorstep.
Why?
It lessens the financial and physical burden on your call centers. With customers informed, it mitigates the need for them to pick up the phone and call your call center inquiring about their order.
It creates a new engagement channel for brands to interact with customers. Product recommendations, dynamic, personalized content, and shipment-related events can fuel future and present opportunities in order tracking.
On average, we see about 50% of consumers track their packages. With that level of traffic, we see around 10% of those folks interacting with marketing content — creating a new revenue stream for you as a brand in post-purchase. You’re leaving money on the table by not marketing to these customers.
MISTAKE #2: Your tracking experience is static.
On average, we see the rate at which traffic converts from a Track page to a retailer’s website at 150% higher than on your site alone.
These are your highly engaged customers. We recommend providing them with personalized content tailored to not only them to encourage click through and a purchase back on your site — but also to align to your seasonal, promotional, and overall content strategy eo guarantee the maximum engagement and repurchase rate.
MISTAKE #3: You’re not offering personalized, post-purchase marketing.
32% of retailers say personalziation in post-purchase is the most important part of post-purchase, and the ways in which you can do this varies.
From offering personalized product recommendations on a tracking page or in a tracking email to using shipment-related events to inform future marketing campaigns, there are plenty of ways for you to tailor the post-purchase experience to individual audiences — and we’ll walk through the levers you can pull in doing so.
MISTAKE #4: You’re not communicating throughout the entire order journey.
83% of consumers expect regular communication about their packages. Especially during periods of long fulfillment — like with furniture or deep customization — what can you do to keep customers in lockstep with their orders from the moment the package leaves the warehouse through when the package arrives at a customer’s doorstep.
MISTAKE #5: You’re using disparate internal systems to resolve order issues.
When a customer inquires about the status of their package, a customer service agent can have to navigate across multiple systems to resolve these issues.
An order management system to get visibilty into the order, a carrier page to view estimated delivery date information, and maybe even a warehouse to see if the item has been fuflfilled and shipped.
All of this leads to a higher resolution and higher handling time, and a more disgruntled customer who is trying to get an answer.
We have recommendations on how you can streamline the order resolution process for your customer care teams ahead, so stay tuned.
There are plenty of levers to pull throughout the order journey to keep costs at bay.
Year over year, retailers cite one of the top five reasons for a call center as a “Where is my order?” call.
By industry standards, on average — one of these calls costs $7 to handle. So, every time one customer has an issue with a package — whether it’s delayed during fulfillment, in transit, or they have a general question around delivery — chances are you have hundred, or maybe thousands, of other customers not far behind asking those same questions.
This can lead to thousands spent on any given week in your call center.
We’re going to walk through a few ways you can mitigate these calls from happening consistently, as well as how you can streamline your operations for when they inevitably do.
First things first, fulfillment. While standard fulfillment for items like clothing, accessories, and footwear can be between 1-2 days, when it comes to things like:
What are you doing to keep your customers in lockstep with their orders during this timeframe? To mitigate the need for a customer to pick up the phone, we recommend activating pre-shipment statuses on your Narvar Track page to keep customers informed.
You can customize and create up to 10 different order statuses. Narvar brands like Warby Parker will utilize these statuses to show the status of eyeglasses creation like “Working on your specs” or “Ordering your prescription.”
Activating pre-shipment statuses on the Track page is a great way to keep customers in lockstep with their orders.
Want to up-level that?
Add in a series of emails or SMS messages that ensure customers know if there’s a delay in preparing, packing, and shipping the order out. Narvar has a suite of fulfillment delay communications that retailers like Sephora utilize.
These are time-based, logic-driven messages — meaning, if Narvar sees that an order has come in, but no movement has been made in the last however many days, we will trigger out one of these fulfillment delay communications to keep your customers in the know. These are very unique to Narvar, and if you’d like to activate, let us know and we can get you set up.
Narvar has the ability to showcase a message to your customers on the top of the Track page. This banner, called a broadcast banner, can be scheduled out for a specific duration and scheduled out ahead of time as well.
We recommend using this banner when you expect increased volumes through your supply chain (like peak season), in anticipation of any upcoming storms or inclement weather, or in general when you know a carrier delay could be inevitable and affect the delivery time of an order.
This is a self-service feature available to all Narvar Track customers in HUB. We’ve linked out exactly how you can go about activating this and getting started today with this quick video tutorial!
With Narvar, consumers have the ability to sign up and receive SMS messages throughout the delivery journey.
We see about 40% of signups occur during the time a package is still being fulfilled or has just been shipped. Through the dynamic nature of how Narvar Track works, you can select layouts and include modules that surface the SMS opt-in module at the top of the Track page during the first part of the package’s journey — pre-shipment, just shipped, and on its way.
Doing so will ensure you’re maximizing your real estate and encouraging as many sign ups as possible to mitigate WISMO in the future and keep your customers engaged and coming back to track their packages.
Package incidents are inevitable. So what can you do to make them go as smoothly as possible when they crop up?
On average, a typical retailer customer care agent is jumping between 3-5 systems to provide a customer on the accurate delivery date, what’s in that package, and any other order related details.
When a customer calls in inquiring about their package, why not make it even easier for your agents by activating Narvar’s Connect + Care app across your customer service software of choice.
Narvar partners with Salesforce Service Cloud (SFCC) and Zendesk in allowing consumers to file tickets directly from the Track page as well as allow customer care agents to look up orders in SFCC or Zendesk to view that package’s estimated delivery date. Providing this 360 order view allows agents to resolve and handle the tickets up to 10% quicker.
If you’re a customer of SFCC or Zendesk and Narvar, you can activate this today! Reach out to your Narvar contact or check out our Support Center to get started.
It’s important to both meet customers where they are, as well as keep as many customers on your site as possible to drive engagement and repeat purchases.
With Narvar Track, you’re able to embed any module of the Track page directly onto your site! All it takes is a pre-loaded javascript snippet you can grab from HUB, our self-service platform, to then place anywhere on your site that makes sense.
As a best practice, we see retailers place embedded Track pages under a “My Account” page or Order History page as a place customers can easily access the EDD of their orders.
With about 50% of your customers on average tracking their packages, we’re going to walk through the ways you can ensure you’re maximizing on their engagement to encourage them to interact further with your brand and come back to your site to make a repeat purchase.
Narvar Track’s robust editor allows you to create branded, dynamic Track pages across shipping statuses. For many retailers, Track is viewed as an additional sales channel — allowing your customers to engage with meaningful content that drives them back to your site, primed and ready to make a repeat purchase. With traffic coming to the Track page converting at a rate of 150% higher than that on your site, here are some best practices on what types of content we see drive the most revenue from the Track page.
With Track, you can schedule out your experiences ahead of time. Meaning, for times when you’re running promotions or special discounts, you can create experiences for the duration of your sale — with the promotional assets featured prominently on the Track page.
Track pages that are scheduled out or updated at a monthly cadence garner up to 25% of more clicks, and you can schedule an infinite number of experiences out.
We recommend coming in once a month or once a quarter and scheduling out a handful of experiences with promotional assets to drive engagement and ROI for your post-purchase program.
What better way to make good on a delayed package than offer a customer a discount on their next purchase?
With Track’s dynamic statuses, you can showcase different assets and content across the customer journey. When a package shows a “delayed” status, you can make good with the customer in offering them a discount for a future purchase. Win, win!
These types of assets don’t have to apply to just delays — they can work as evergreen assets across the shipment lifecycle as well.
Every Track and post-purchase program is different. Whether that’s based on demographic, order, or customer-specific information, no two Track programs will be identical.
While yes, we’re making recommendations to you on how to boost engagement across your Track program to drive revenue, we recognize that what might work for you as a retailer might not work for someone else.
Narvar HUB offers rich analytics for you to understand what types of assets drive the most engagement, so you can feel free to play around with what you choose to put on the Track page. Whether it’s category focused content, editorial, or after-market — you can figure out what works for your business.
For example, our retailers with higher value average orders tend to showcase more editorial or after-market content, rather than selling more to the consumer.
Your Narvar customer success manager will be more than happy to help you in evaluating what types of assets perform best as you start to think through your strategy.
Order tracking is also a great opportunity to incorporate part of your CRM strategy. From the time the order has been shipped until it’s been delivered is a great time for you to engage with this hyper-engaged audience and share opportunities for them to:
Or anything else that aligns to the goals of your CRM program!
As a member of a marketing team where design resources are shared, we fully recognize and know what it’s like to be in a line of many other requests to get the assets you need made in the sizes you need.
Track assets that are refreshed at least once a month have a 25% higher engagement rate than those that are static. So, in the event that you don’t have the bandwidth or time to wait for new images to add to the Track page, we’ve created a tool — our Image Asset Manager — that allows you to take pre-built images of any size and spec, and make them Narvar-ready. Track assets have to be to a specific spec in order to render properly, so this is a great tool for you to use when you’re tight on time and need to update an asset quickly.
32% of retailers — when asked what the most important part of post-purchase is to them — responded by saying “personalization.”
How to add personalization can be different based on your goals or what type of program you’re running. With returns for example, you might want to offer personalized shipping rules or return windows for VIPs vs. new purchasers.
With outbound order tracking, we’ve made it easy for you to create different Track experiences for different customers with Segmentation.
Segmentation allows you to show different assets and Track experiences based on a number of different customer, order, carrier, and billing attributes — so you can showcase assets based on customer type, purchase made, or even geography to drive engagement and repeat purchases.
Retailers using Segmentation as part of their Track program today see up to a 20% increase in engagement. In some cases, we’ve also see retailers drive up to $500K in revenue in just three months by using Segmentation as part of their outbound personalization strategy.
A great way to tailor engagement on your Track page is by offering personalized product recommendations to your customers. Our retailers who show dynamic product recommendations on their Track pages see on average a 10% higher click through rate back to their site to make a repeat purchase.
Without being overly forceful, if you have a dynamic recommendation engine today — we HIGHLY recommend you simply add your recommendations to Track as well.
Narvar partners with many of the leading recommendation engines out there — like Einstein, RichRelevance, Dynamic Yield, Kibo, and more — through pre-built integrations. Just reach out to your Customer Success Manager to get set up today!
Through Narvar’s partnership with Klaviyo, we’re able to send shipment-related events back to Klaviyo to do a variety of different things. Some retailers will use these events to send their own branded order tracking communications. Some retailers will use these events to enrich customer profiles. And some retailers will use these events to tailor future marketing campaigns. For example, when a package is delayed in transit — they’ll use that as an opportunity to send a make good email campaign in the future to offer that customer a discount after they’ve experienced a delay.
This is easy to activate, and just requires you to be both a Narvar and Klaviyo customer, as well as have Narvar emails activated. We have documentation in our Support Center you can use to get started today!
Thank you so much again for joining our webinar. As a reminder, we’ll be sending this recording and deck out to all of you who registered in the next 1-2 days. Thank you again!
A positive returns experience is directly tied to brand loyalty.
How? We know 96% of customers are more likely to make a repeat purchase if a return was easy.
And we’ve seen customers like Orvis see an increase in repurchase rate up to 124% by eliminating returns friction and enticing customers for future purchases.
As part of our Customer Education series, this webinar will cover how you can:
We’re going to kick things off with some hopefully not entirely earth-shattering statistics and debatably hot takes about returns before we give you some tactical, low lift wins that you can employ TODAY in your returns process.
As a bit of background, we at Narvar work with over 1,300 brands globally. We’ve seen the good, the bad, and the ugly when it comes to returns—and we’ve learned through trial, error, and expertise from working with some of retail’s biggest brands—like Sephora, Lululemon, GAP, and more—on how to create the most seamless returns process that reduces friction and generates stronger future sales.
Right now retention is everything — so let’s first set the stage on common ways that returns flows and processes add friction with your customers and make them less likely to purchase from you again.
1) Locating returns policies and portals is confusing.
Every year at Narvar, we put forth a research report about the state of returns. 31% of consumers said if a returns policy or portal was hard to find, it would impact them even making that purchase from the get go.
2) There are generic returns policies for all customers.
Consumers overwhelmingly want their loyalty program perks to carry over into returns. When asked what they liked most about being a VIP or loyalty member, the #1 answer is free returns. How can you incorporate personalization into your returns flows? We’ll walk through quick ways you can!
3) Exchanges aren’t self-service.
Exchanges tend to be cumbersome when they’re not self-service. Manual effort and time on both your end and from your customers to email, chat, and call back and forth. If 45% of returns are due to fit and size — the #1 return reason 5 years in a row — what can you do to make an exchange seamless and one that helps you retain revenue and ensure future sales?
4) There’s a lack of convenient return methods.
Consumers are trending ever-higher into wanting more convenient return methods. 37% of consumers have even said their last return was at a convenient drop-off location — so what can you do to meet them on this need and demand and offer them this in the future?
5) There’s little customer visibility into return and refund status.
Finally, 33% of consumers say that no returns tracking or returns communication made their last return difficult. We’ll provide you some actionalable, quick ways you can provide more visibility into returns to keep customers in lockstep with the status of their return as it makes its way back to the warehouse — and out of your call center queues.
When customers want to make a return, reduce the amount of friction in making that return possible — by making it easy for customers to even find where they can initiate their return. There’s a school of thought to add friction to a return — make it a bit challenging for someone to make a return, eventually making it so that they don’t return at all.
Our belief is that if a customer wants to return — they’ll find a way — so make it easy for them to do so. We recommend three easy ways for you to create visibility into where your customers can return:
1. The Narvar Track Page: Narvar Track allows for dynamic pages based on the status of the shipment. Meaning, the assets shown throughout the journey can be altered based on the status of that shipment.
When packages show as “Delivered,” we recommend adding an asset or updating the “More Information” component on your Track page to highlight where and how customers can start their returns.
2. A “Delivered” Email: On average, we see 50% of customers track their packages actively. To keep customers in lockstep with their orders, we always recommend sending a “Delivered” email — to reduce “Where is my order?” calls and set customer expectations. This email is a great place to highlight where customers can make a return.
In the Narvar Email Editor, you can easily add an asset that says “Start your return here,” like in this example from Narvar customer, Levi’s.
3. Returns Portal: Make the entrance to your returns portal visible, bold, and clear. Here is a great example of a a very prominent and bold returns portal that makes it easy for customers to navigate the “Returns and FAQ” page on their site and where they can access their return.
Personalization is more than just providing product recommendations on your site or showcasing user generated content. When it comes to post-purchase, you have plenty of opportunity to add personalization into returns especially with tailored rules for both your customers and also for your own business goals.
DRIVE CLTV
Within Narvar’s returns portal, you can update returns rules and customize windows based on customer or order type. Retailers like REI will roll out the red carpet for their VIPs by offering extended return windows or waiving return shipping fees for members of their loyalty program.
REDUCE DEAD INVENTORY TIME
To entice customers to start their returns quicker, offer free returns shipping for shortened returns windows. One Narvar customer who employed this strategy saw a 25% reduction in returns initiated time by offering free shipping for customers returning within 14 days, and charging for returns shipping for anything over that limit.
SAVE OPERATIONAL COSTS
You can create varying rule combinations in Narvar HUB, Narvar’s self-service portal, to enforce returns policies. We’re seeing a growing amount of retailers create “Keep the Item” policies when an item is more expensive to return than have the customer keep. In these cases, retailers have set certain dollar thresholds to apply their keep the item policies. For example, for items under $25, you can have a customer keep the item and not generate a return label.
In some cases where an item might be damaged — like if you ship a lot of glass or potentially breakable items — you can have the customer select a “damaged” return reason, upload a photo of the damaged item, and then we’ll enforce your keep the item policy.
This is an ever-growing policy that we’re seeing more and more retailers adopt. One retailer saved over $30K in two weeks by adding this policy by saving on returns operational costs and calls to their call center!
In our recent “State of Returns Report,” when consumers were asked what they like most about their loyalty programs — free returns were overwhelmingly number one.
Here are some actual quotes consumers provided about different brand loyalty programs they’re a part of, and what they love about those VIP program — with common themes around free returns shipping, quick delivery, and multiple return methods reigning throughout.
Through Narvar research, when we’ve polled consumers about having multiple return method options, over 50% say that sets a part of “good” returns experience from a “great” one.
You can offer your customers convenience, choice, and control with various return methods through Narvar — so they can choose the return method that’s best for them. Let’s walk through a few of these options.
Printerless
One of the main drivers for printerless returns has been the emergence of remote work — as a large majority of office printing (anecdotally!) was attributed to return labels — at least mine. With this return option, customers can get a mobile return code sent to their email address which they can then take to the carrier of your choice to complete their return.
Boxless
In some cases, customers may call in claiming they don’t have a box or bag to send their return back in. This option allows a customer to take a similar QR code to your carrier’s location and complete a return without a box or a label.
Drop-off Locations
37% of consumers most recent returns were done to a 3rd party drop off location, with 85% of consumers saying that returning to a drop off location — like a Walgreens — is something they’d choose out of convenience. With Narvar, you’ll have access to over 200,000 drop off locations
Mail and Store
Two classic tried and true options that customers continue to always gravitate towards. Our research shows that customers shopping at higher price points gravitate towards in store returns, while those at lower price points are ok with mail. Either way, both are a must in our eyes to have as part of your return method selection.
In our most recent consumer survey related to returns — that we elusively continue to refer to — when asked about what services they wish retailers offered more of, it was scheduled home pickups for returns.
In the last year and a half, Narvar has seen strong adoption of our Home Pickup program! Through Narvar, you can offer your consumers the ability to schedule a return to be picked up directly from their home — with tracking for your customers to see where their pickup driver is, and bi-directional calling and texting to ensure a successful pickup.
For our retailers who have this service live, we see a reduction in 50% of return initiation time, as well as an expedited rate of goods getting back on your shelves and re-sold.
When it comes to returns, there is NO such thing as overcommunication — overcommunicate returns processes, timelines, and when refunds can be expected to level set with customers ahead of time and mitigate calls to your call centers.
One of the greatest ways you can communicate upcoming returns processes and refund timelines is right at the point of entry into any returns portal. If you’re seeing a delay in refund timelines, or just want consumers to be extra aware of what that entire end to end returns process looks like, this is a great place and opportunity for you to communicate that with your customers.
For example, you can add a quick piece of copy that says: “Due to a high demand of returns, please expect 1-2 weeks for your return to be processed and refund issued.” This is a great tool to drive down calls to your call center around returns and level set on customer expectations.
Another great area of opportunity for mitigating returns related costs is within the return journey itself.
To a customer, when a return is initiated, it’s as if they’re sending the return back into a black abyss (dramatic, but true). Oftentimes there isn’t much communication or any information as to where their return is, when it will make its arrival to the warehouse, or when the return actually is in safe hands and a refund is on its way.
We recommend keeping your customers in lockstep with the status of their return through returns tracking — which is included for all Narvar returns customers — as well as consistent communication throughout the returns process.
We see a reduction in up to 40% of WISMR, “What is the status of my refund?” for retailers who communicate with a return on its way and return delivered email. Narvar sends these based on carrier scans — so when a carrier lets us know a package is en route or delivered, we’ll let your customers know.
You can see in this example with Sephora that they’re able to consistently communicate and keep customers up to date on their returns with returns journey communication. If you’re a Narvar customer today and not sending these emails, they’re incredibly easy to add! Just reach out to your Narvar rep on how to get started today.
We’ve talked a lot about consumer loyalty programs, and following “free returns shipping” as the #1 reason people love their loyalty programs, instant or expedited refunds is a close second.
With Narvar, you can expedite refunds at the time of first scan using our RMA API at the time of the return getting inducted into the carrier network when it’s on its way back to your store or warehouse.
Many retailers will offer instant refunds to loyalty members only, or open it up to returns of specific dollar amounts.
If you’d like to learn more about our RMA API or how other retailers have architected this workflow, we’re happy to share more directly in either a demo or conversation with your Narvar representative.
Similar to instant refunds, offering store credit or egift cards as a refund method is also an incredible way for you to retain revenue and keep customer share of wallet.
At all costs, you want to retain revenue and encourage store credit or egiftcards where you can. A common best practice we see retailers employ is offering free return shipping in exchange for instant store credit or a gift card.
45% of returns are due to fit and size. So why not make it easy for customers to exchange for a size or color that works for them so you can retain revenue, save the sale, and make exchanges self-service for your customers.
Narvar offers your customers the ability to do self-service even exchanges for a new product, or even a recommended exchange that will recommend a similar product with a similar color, pricepoint, or size based on your set criteria. Retailers using this today are seeing up to 40% of
returns turned into exchanges.
If you’d like to learn more about how to add Exchanges to your business, we’d be happy to do a consultation. Just reach out to us after this webinar, request a demo, or reach out to your Narvar rep to learn what steps you’d need to collaboratively take to get set up.
These next two tips are derived directly from incredible revenue-driving successes our retailers have seen.
Here is a success story from Narvar customer Orvis that utilized a really incredible trick to drive revenue after a return had been initiated.
Orvis wanted a way to entice customers to come back and make a future purchase after a return had already been initiated. With Narvar, we’ll always send the customer a “return initiated” email with information about how to complete their return.
Orvis ran a campaign in this email by adding an asset into this email the top that offered free shipping on their next order. They edited this easily in the Email Editor tool within Narvar. Within three months, they saw over $185K in sales directly attributed to this email, as well as a 124% overall increase in order volume lift.
This is a super easy, low lift asset you can add to your returns initiated email that can reap major rewards.
It’s powerful to have returns data flowing back into your systems so you have a better 360 view of your customer’s experience and order history. You can power experiences — like for future purchase behavior-related campaigns — to increase CLTV in a strategic way. This customer saw over $360K in influenced revenue by powering winback campaigns in their ESP, Klaviyo, with returns data from Narvar.
Once they saw that returns had been initiated, on their way, and then received, this retailer sent a winback email to their customers to entice them with a coupon for future purchases. This strategy was incredible low effort and cost to them that reaped an incredibly high reward. If you’d like to learn more about how to use our RMA API to do this or our Klaviyo integration, we can absolutely consult with you on how to set something like this up!
Thank you all for being such an incredible audience this webinar. We hope to see you all next month!
