How Northwoods Humidors retained 30.4% of revenue from returns

$
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/month

revenue retained through smart replacements

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%

of the tracking page traffic redirected to the website

About Northwoods Humidors

Northwoods Humidors is a well-established retailer specializing in high-end humidors and cigar accessories, catering to cigar aficionados with a wide selection of premium brands. They offer both personal and luxury humidors, including exclusive collections from renowned brands like Elie Bleu.

Northwoods Humidors is known for its commitment to customer service and attention to quality, ensuring that buyers of these premium products receive the best experience.

Company Specifics

Industry

Cigar accessories

Shipping Carriers

Integrations

Challenge: Loss of revenue in returns due to lack of smart workflows

Northwoods Humidors saw revenue loss due to high returns and limited chances to convert them into replacements or store credits. Although customer support agents attempted to nudge customers towards replacements, the manual and complex returns process made it less effective and more time-consuming. The lack of an integrated system for return label generation further slowed down the process and increased the team’s workload, while manual intervention for return approvals caused additional delays in customer resolutions.

LateShipment has made everything so much smoother, saving us from logging everything manually in a spreadsheet. The ability to automate replacements without emailing anyone is super helpful. Their quick turnaround on any changes or new features we need has been great. We’re really happy with you guys and don’t plan on using anyone else!
– Erica di Loreto | Operations and Customer Success manager LinkedIn Image World Icon

The Solution

Northwoods Humidors implemented LateShipment.com, to address these issues. LateShipment.com offered:

  • Self-serve returns portal: A user-friendly portal was created, allowing customers to initiate returns or replacements with just a few clicks.
  • Auto-approval of returns inside LateShipment.com dashboard: Streamlined return process by automatically approving eligible returns based on pre-set conditions, reducing manual intervention, saving time, and ensuring faster resolution for customers, all while maintaining control over specific return scenarios through configurable settings. Upon approval, orders are automatically created inside bigcommerce.
  • Integration with Shipstation: LateShipment.com provided a seamless integration with Shipstation, enabling the generation of prepaid return labels for customers. This made the returns process easier.
  • Automated shipping notifications: Proactive email notifications, facilitated through Klaviyo, kept customers informed about the real-time status of their returns.

The Impact

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%

of revenue retained through replacements, totaling $450/month

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%

Open rates for return notifications

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CTR from returns email notifications

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Avg visits to tracking page per return order

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