Narvar Launches Printerless Returns To Streamline Customer Experience

Tory Burch first to provide its customers Narvar's printerless returns as a convenient option

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Dec 12, 2018, 09:00 ET

SAN FRANCISCO, Dec. 12, 2018 /PRNewswire/ -- Narvar, the post-purchase experience leader, today announced a new feature to its Return solution, enabling shoppers to return online purchases without the hassle of printing a label. Instead of relying on physical shipping labels, retailers can now offer printerless returns to allow shoppers to download a mobile code and drop off their package at a UPS location. Tory Burch is first-to-market and has deployed printerless returns to meet changing consumer demands during and beyond the holiday shopping season.

Today's consumers expect an easy and seamless returns experience, which puts pressure on retailers to remove complexity from the post-purchase process. According to the findings from Narvar's recent report, "The State of Returns: What Today's Shoppers Expect," consumers are deterred by restrictive or complicated return policies and processes. Specifically, when asked what services they want most when returning purchases, over 20 percent of respondents expressed an appetite for printerless returns. Narvar's new functionality fulfills this desire, providing consumers more control over how they facilitate returns, in tandem with reducing retailers' return costs by eliminating the need for pre-printed labels.

"As returns become the new normal, consumers expect an effortless experience — and retailers feel the pressure to deliver, particularly during the holidays," said Barry Grant, VP of product at Narvar. "Printerless returns are a simple way for brands to remove a pain point associated with returns and give their customers more control over the process. Ultimately, a frictionless returns process helps brands simplify shoppers' lives and inspire long-term loyalty."

Narvar is the first solution provider to directly integrate these capabilities into retailers' returns processes, improving the overall branded experience for their customers. Shoppers initiate a return on the retailer's website, select the printerless return method, and get a mobile return code in the portal and by email along with UPS locations nearby. When they drop off the package at UPS, the associate will scan the code and take care of the rest.

"We're very focused on customer experience at Tory Burch, and Narvar's new printerless returns solution provides an easier alternative for our customers, so it was a must-have for holiday and 2019," said Devon Chatley, director of digital product and user experience at Tory Burch. "Now there's no printer required to generate your return label – simply take your items back to UPS and have them scan the return code you receive via email. In just the first two weeks of being live we've seen 16 percent of customers select this new printerless returns option."

Printerless returns is the latest feature added to Narvar Return, a branded, self-service return solution that makes returns easy for customers, and efficient for retailers. With Narvar Return, retailers are able to set and enforce return policies, convert returns to exchanges and repurchases, and get timely visibility into return reasons and analytics. Consumers are able to immediately see what's eligible for return, the refund amount, and select the return method most convenient for them, as well as immediately shop for a replacement or process an exchange.

About Narvar
Narvar helps retailers inspire loyalty beyond reason. As an enterprise-grade customer engagement platform serving 500+ retailers like Sephora, Patagonia, Home Depot, Gap, and Bose, Narvar enables seamless post-purchase engagement that retain, engage, and delight customers — from cart to doorstep, and beyond. With effortless order tracking, proactive communications, and seamless returns, Narvar applies machine learning across billions of interactions to simplify the everyday lives of consumers.

For more information, visit narvar.com.

SOURCE Narvar