How LateShipment.com optimized EPØKHE’s returns with multi-carrier label generation.

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reduction in returns processing time through smart automations

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Average time spent on return requests by support team

About Epokhe

EPØKHE is a renowned premium eyewear brand based in Australia, known for its commitment to crafting high-quality, functional eyewear that combines superior construction with stylish design.

The brand’s mission extends beyond aesthetics; it is deeply committed to sustainability. EPØKHE aims to reduce its global footprint by using bio-acetates, a biodegradable material derived from renewable sources, in its frames.

Company Specifics

Shipping Volume

400 shipments per month

Industry

Fashion and Apparel Industry

Shipping Carriers

Integrations

Challenge: Inefficiencies with manual and international returns process

Customers filled out a Google form to initiate returns, which led to extensive back-and-forth communication with the support team. The absence of a comprehensive FAQ section further increased customer confusion and service inquiries. Epokhe faced challenges in finding a solution that could efficiently manage both domestic and international returns, particularly with different carriers involved.

We were looking to eliminate manual processes and build a work around with DHL and Auspost to handle our local and international returns. We were unable to find a tool that could generate labels for both scenarios. But now with LateShipment.com, everything is in one place.
– Alex Dietrich | Ecommerce / Operations Manager LinkedIn Image World Icon

The Solution

  • Integration with carriers for both Local and International returns: LateShipment.com provided a seamless integration with DHL and Auspost, enabling the generation of return labels for both domestic and international shipments from a single platform. This unified approach gave Epokhe access to all returns-related data in one place, enhancing efficiency and significantly reducing errors associated with the returns process.
  • Self-serve returns portal: A user-friendly portal was created, allowing customers to initiate returns or exchanges with just a few clicks. 
  • Enhanced FAQ section: The returns portal was complemented with a comprehensive FAQ section, providing customers with clear information and reducing confusion.
  • Automated shipping notifications: Proactive email notifications, facilitated through Klaviyo, kept customers informed about the real-time status of their returns.

The Impact

With LateShipment.com’s Returns Experience Management platform, EPØKHE was enabled to achieve the following:

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Average time spent on return requests by support team

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reduction in returns processing time through smart automations

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