Pitney Bowes, a global shipping and mailing company that provides technology, logistics, and financial services, and post-purchase innovator Narvar announced a joint partnership to help retailers streamline their processes for merchandise returns.
The new partnership will enable brands using both Narvar and Pitney Bowes to test and automate finding the right balance between convenience and cost in returns and exchanges. A recent survey of medium and large-size digital and omnichannel brands found that online returns cost retailers an average of 21 percent of order value, with several brands reporting costs considerably higher, the companies said.
“Post-purchase processes, and returns in particular, are not only significant cost centers for e-commerce brands, but are becoming even more complex due to supply chain disruption and the macroeconomic landscape,” Narvar CEO Amit Sharma said. “The combination of Narvar’s post-purchase experience platform and Pitney Bowes’ e-commerce logistics capabilities will dramatically accelerate a retailer’s transition to a more personalized and efficient returns model, while simultaneously saving brands money and improving the customer experience.”
Gregg Zegras, executive vice president of Pitney Bowes and president of Pitney Bowes global e-commerce, said the cost reductions necessary among logistics teams today could unintentionally impact the e-commerce customer experience.
“There is tremendous opportunity to create a win-win for brands and consumers by more closely integrating front-end experience technology with transportation networks and operations,” Zegras said. “The combination of physical and digital capabilities in this joint offering from Pitney Bowes and Narvar will allow merchants to easily test and design the most pragmatic post-purchase experience for their consumers.”
The joint offering aim to offer a seamless integration of capabilities, including pre-integrated technologies, onboarding, and support, available to all Narvar and Pitney Bowes e-commerce clients, label-less returns, nationwide home pickup services, fast refunds and store credit processing for optimum consumer experience leveraging Narvar’s post-purchase platform.
In addition, highly configurable returns routing, transportation and processing services built to fit the brand experience and cost goals of each merchant can be achieved by leveraging Pitney Bowes innovative Designed Returns services. The partnership also allows Pitney Bowes and Narvar clients the opportunity to adopt these new capabilities quickly ahead of the upcoming holiday peak season, with numerous joint clients already launched.
Narvar’s comprehensive post-purchase platform empowers 1,200 of global brands, including Sephora, Patagonia, Levi’s, Sonos, Warby Parker, LVMH and L’Oréal, to deliver transparency, build trust and grow customer lifetime value.