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Evereve Success Story: Turning Returns Into Opportunities With WeSupply

With over 93 boutiques and a rapidly increasing online presence, EVEREVE is well-known for creating a unique shopping experience for its customers.

evereve-order-tracking

INDUSTRY

 

  • Fashion Retail

TECHNOLOGY

  • Magento 
  • Celerant
  • Veeqo
  • Zendesk

In 2020, when COVID-19 compelled consumers to buy online, e-commerce sales went up by 11% (according to a study by McKinsey), and without in-store fitting rooms, the inevitable occurred: the growth was directly linked to an increase in returned items.

 

Return rates on physical goods are typically between 8% and 10%, but the overall average return rate for online purchases is 30%, with rates as high as 50% in some apparel industries, according to Shopify’s Fashion Industry Report. 

 

EVEREVE was well aware that current rates are unsustainable, and while many merchants consider high returns as a necessary evil, EVEREVE invested efforts in reimagining returns for the company.

THE CHALLENGE

 

Handling the fashion industry orders and return rate was really challenging and manual, countless hours were spent on following up with the customers about their split shipments and countless returns, the process was extremely manual and they had multiple systems that needed to be updated to process a single return.

 

They did not have any visibility into their returns to see what has been returned and why. This made it hard to address any issues with their return journey.

The lack of visibility throughout the RMA process was resulting in a variety of problems:

 

  • Limitations in data availability limited the businesses’ capacity to identify and address the primary causes of returns.

  • A lag time in returns led the way to significant markdowns for the merchandise being resold.

  • There was a lack of accountability for returns management, as well as no synergy across key teams.

  • Customer service representatives were swamped with support tickets regarding returns. 

 

Goal: The ambition was to lower the friction and turn returns in their favor by providing a self-service, easy return process that ultimately increased sales and customer loyalty.

Evereve Business Challenges

THE SOLUTION

 

EVEREVE’s returns process took a 180-degree turn by using WeSupply’s Magento & Custom API integrations like Zendesk, Celerant, Veeqo. Returns are now automated, everything is managed from the same interface which offers a better understanding of their operations.

 

Their new approach is built around three key objectives; Proactivity, Self-Service and Return Flexibility.

 

Turning returns into opportunities with WeSupply.

 

Evereve’s returns process took a 180-degree turn by using WeSupply Technology. Returns are now automated, everything is managed from the same interface which has helped have a better understanding of their operations. Their new approach is built around three key objectives: proactivity, self-service, and return flexibility. This has aided them in balancing their return strategy while also increasing customer loyalty.

Big Wins for Evereve:

 

  • Cost savings: Evereve’s new self-service returns culture relieves customer service teams of burden and lowers the number of support tickets regarding returns.

 

  • Faster, more accurate returns: Return management is a cross-functional effort, with WeSupply, Evereve ensures accountability and transparency by keeping all after-sale processes in one location, keeping consistency across teams.

 

  • A Streamlined Customer Experience – WeSupply provides Evereve with all of its order tracking, notifications, and in-store pick-up capabilities. Not only do they detect and repair delivery problems before customers notice them, but they also proactively notify clients through the same portal.

Instant satisfaction for customers. Guaranteed sales for Evereve.

 

Evereve seized the opportunity and transformed it into a new experience for their customers: Self-service returns!

 

Via WeSupply Labs, they helped their clients address problems themselves, which streamlined returns procedures and made it easier for customers to achieve their desired outcomes such as an exchange, a store credit, or a refund.

 

Now, they don’t have to rely on their customer service staff to handle the hard work. Enabling the client to take control of the process from start to finish provides for a true customer-centered returns experience.

THE BOTTOM LINE

 

Evereve discovered that the most effective way to turn returns into future opportunities is by combining the right information with predictive analytics and automation, which have enabled them to cut down additional shipping costs and reduce the number of redundant touches by optimizing the optimal route from the start of the return. 

 

WeSupply addresses all of EVEREVE’s pain points, bringing all processes to the desired outcome. EVEREVE is particularly pleased with the impact on employee productivity and overall increased performance.

See WeSupply in Action

 

Want to learn more about our Self-Service Returns Center and how it can help you overcome the most challenging returns situations?

 

Watch our demo here to see our platform in action and decide 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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