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Thinking returns

Inspiration, knowledge, news and dialogue about returns, true profitability*, accessibility and sustainability. Feel free to continue the conversation about topics and post on LinkedIn.

*True profitability within e-commerce is all about identifying and managing the financial consequences of new purchases and delivery patterns. Read more about it here

How to transform 50% of your returns into business opportunities!

How to transform 50% of your returns into business opportunities!

It's true! It's time to flip the script and start viewing returns as a part of your business and not just a cost. So, which returns make up these 50% and how big of an impact can they have on your business? The graph below represents a pretty average perspective on...

Customers – the easycom segmentation and Life Time Profitability

Customers – the easycom segmentation and Life Time Profitability

Understanding customers real value, or LTP (Life Time Profitability), to your business is a crucial measure which should underpin much of the interaction with your customer base. Being able to differentiate which particular customer contributes to your profits...

returns – the first thing your eCommerce business should consider

returns – the first thing your eCommerce business should consider

eCommerce fashion return rates are ridiculously high. Depending on where you are in the world and how you do your analysis (exchanges/claims/refunds …) the return rate is likely to be 25%-60% and in some edge cases may even be 70%. So it’s an accepted fact that...

Coronavirus – a reset opportunity for fashion retailers

Coronavirus – a reset opportunity for fashion retailers

The Coronavirus crisis will lead to significant changes in what customers accept as 'standard' Quarantining of goods may be added to the returns process Reseting the returns process to become fee based is the opportunity retailers may embrace   A famous leader...

Coronavirus impact Q&A with Sean Sherwin-Smith

Coronavirus impact Q&A with Sean Sherwin-Smith

We recently had a Q&A session with supply chain expert Sean Sherwin-Smith about the impact of the Coronavirus on retail.   Broadly speaking, how do you see Covid affecting the world of commerce and ecommerce?   What has been brought into sharp focus for business...

The new normal and stock levels

The new normal and stock levels

"Online volumes for ecommerce and omni-channel retailers will almost definitely increase in all segments" Many will be the impact of Covid-19 on retail and in its aftermath we can speculate as to what will the new normal be for retailers and consumers? Already we are...

Sustainability in ecommerce – you need to think outside the box

Sustainability in ecommerce – you need to think outside the box

The big trick you are missing in your sustainability policy   What are you doing to improve the sustainability of your ecommerce operation? Eco friendly last mile delivery? Limiting packaging and plastics? Encouraging customers to use click and collect? Reducing...

The impact of returns – addressing the X and Y time

The impact of returns – addressing the X and Y time

Earlier this summer, in a workshop with a global sports brand, we came across the terms X and Y time with respect to their returns process. The brand’s team had defined the X time as: the time between a customer receiving their ordered online goods to dropping off the...

Easycom customer segmentation

Easycom customer segmentation

Many MBA students will have come across the Boston Consulting Group Growth-Share Matrix and will have marvelled at the elegance and insight the model brings to planning and business strategy. It’s a simple approach and may seem somewhat dated in these days of big...