J.McLaughlin: Managing Split Shipments While Delivering a Seamless Customer Experience

On a mission to give consumers the best returns experience, they’ve ever had

We’re talking about a fashion business, so we need to include returns in the narrative.

JML manages a 2.5% return rate. We think this is a great return rate! Not to brag, but we have a good idea of what are the rates in the fashion sector.

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%. So take that as a benchmark.

• Return online

With WeSupply, JML now send customers to a branded returns portal on their website to start a return. Using customized policies, JML can ensure every return is handled correctly so that customers can easily initiate returns, exchange products, and print shipping labels.

Each product from the customer’s order is clear and easy to understand, with all relevant return policy information included. By creating custom return logics, they are also able to provide a customer-friendly and flexible return policy during holidays, improving customer relationships during peak season when something as simple as having an extended return window can make a significant difference.

• Return to the store 

JML managed to drive additional revenue growth and foot traffic when customers opted for in-store returns by using WeSupply Labs’ Return to store capabilities.

Customers who are local to the JML brand’s brick and mortar stores can return items that were purchased online or in-store to its physical location. 

The biggest advantage of in-store returns is that it provides store workers an opportunity to turn lost online returns into money by cross-selling and up-selling. But also saving on shipping costs by offering customers an avenue to return items for free.