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J.McLaughlin Success Story: Reduce WISMO Costs & Save on Returns

J.McLaughlin is a distinguished fashion retailer offering a wide range of women’s and men’s clothing. With over 150 stores across the United States and a substantial online presence, J.McLaughlin is dedicated to providing a unique and seamless shopping experience.

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JMcLaughlin using WeSupply split shipment notifications

In 2020, the company faced a significant challenge as the rise of e-commerce led to an increase in online orders and, consequently, a higher volume of returns. To address this, J.McLaughlin partnered with WeSupply to enhance their return process.

The Challenge

J.McLaughlin was dealing with several key issues:

  • Managing split shipments efficiently.
  • Applying return costs for e-commerce orders versus in-store orders.
  • Handling large orders shipped in multiple packages.
  • Providing visibility into return processing status from their warehouse.

These challenges led to increased operational costs and customer dissatisfaction due to the complexity of their returns process.

The Goal

The primary goal for J.McLaughlin was to streamline their return process to:

  • Save on return costs.
  • Reduce customer inquiries regarding split shipments.
  • Enhance the overall customer experience by providing transparency and efficiency in the return process

The Solution

To address these challenges, J.McLaughlin implemented a comprehensive solution in partnership with WeSupply, leveraging their integration with Aptos. The solution included:

  • Automated Split Shipment Notifications: WeSupply’s integration with Aptos allowed J.McLaughlin to send real-time notifications to customers for all split shipments. This included detailed tracking information and estimated delivery dates, available via email, the tracking page, and order pages.

  • Return Cost Management: Differentiated return costs were applied for e-commerce orders versus in-store returns. Online returns incurred a return cost, which helped manage the expenses associated with return logistics. The addition being the ability to perform both online and in store returns into a single portal.

  • Store Locator Integration: WeSupply’s store locator feature helped guide customers to J.McLaughlin stores, increasing foot traffic and enhancing the in-store shopping experience.

  • Return Analytics: Access to detailed return analytics enabled J.McLaughlin to better understand return patterns and improve operational reporting. This included identifying frequently returned products and the reasons behind these returns.

  • Seamless Integration: The integration with Aptos, EasyPost for generating return labels, and Shopify Plus for e-commerce ensured a smooth and efficient return process, reducing redundant steps and manual interventions.

Outcomes and Benefits

  • Cost Savings: Reduced return costs by efficiently managing return logistics and applying appropriate return charges for online orders.
  • Improved Customer Experience: Enhanced transparency and communication regarding split shipments and return processes, reducing customer inquiries and improving satisfaction.
  • Increased Foot Traffic: The store locator feature drove more customers to physical stores, boosting in-store sales.
  • Operational Efficiency: Better access to return analytics improved reporting and operational decision-making, allowing J.McLaughlin to address issues proactively.
  • Enhanced Return Management: The seamless integration with existing systems streamlined the return process, making it more efficient and reliable.

Proactive Notifications for Improved Communication

The implementation of WeSupply’s solution transformed J.McLaughlin’s return process, turning a challenging aspect of their business into an opportunity for improvement and growth. By combining predictive analytics, automation, and seamless integrations, J.McLaughlin significantly reduced costs, improved customer experience, and enhanced operational efficiency.

Key Takeaways

At WeSupply, our mission is to enhance the post-purchase customer experience, ensuring it is as pleasant and seamless as possible for J.McLaughlin customers. By understanding and addressing customer pain points, WeSupply helps turn exchange, return, and refund interactions into opportunities to strengthen brand loyalty and retention.

See WeSupply in Action

Want to learn more about how WeSupply can help you overcome the most challenging returns situations? Watch our demo to see our platform in action and discover if we’re a good match for your online or omnichannel retail business!

Learn how automated returns
work in WeSupply!

Our shipping and logistics experts will guide you through the product and analyze how WeSupply best fits your eCommerce needs.​
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Industry

  • Fashion

Technology

  • Aptos
  • Shopify Plus
  • Shopify POS
  • EasyPost
  • Givex
  • Gorgias
  • Nosto

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