The Limited Transforms Product Returns Into an Engaging Retail Experience

The Limited is tapping new technology — Narvar Returns — to edge its e-commerce operations ahead of the competition, improve the customer experience and reduce contact center load.

Narvar, a post-purchase experience platform, just added Narvar Returns. This addition to the Narvar platform enables retailers to make returns an intuitive and seamless process as they capture richer customer feedback and reduce fulfillment costs.

Before using Narvar, The Limited sent prepaid labels with the package, creating a clunky customer experience. Now, the returns process is a familiar branded experience for customers.

Historically, retail returns are clunky and manual, relegated to form-based and pre-printed label solutions that are frustrating to shoppers and damaging to brands. With Narvar Returns, consumers are greeted with an intuitive digital experience where they can select eligible items from their order, easily share feedback and choose the most convenient return method.

Additionally, they have visibility into the status of their return through integrated tracking tools and personalized notifications. Improving communications with consumers can result in a reduction in call center volume around returns, which currently accounts for approximately 30% of calls.

When a customer wants to return a product, he signs into his account on The Limited’s website, enters the order number and billing zip code, and selects the product, reason and method for the return. This interface, powered by Narvar, simplifies the return process and automatically notifies the customer if the product is available for return based on The Limited’s policy.

The Limited has seen great results since introducing Narvar Returns. The Limited receives returns 15 percent faster than in the past. They also reduced the number of customer calls about returns by 20 percent. This in tandem with the easy-to-use interface improves the shopping experience.

The Narvar premium post-purchase experience platform leverages data science and machine learning to help retailers continuously engage, up-sell and retain customers beyond the buy. With Narvar Returns, retailers are able to go one step further in the post-purchase journey with their customers, creating another opportunity to engage and add value, while creating a positive brand impression.

When asked about what’s next, Jason Acevedo, senior director of e-commerce operations at The Limited, said his team will look at the returns data to understand trends about specific categories and items to identify market opportunities.
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