D2C Brand Reduces RTO by Up to 35%
Proactive order confirmation and structured returns operations for a fast-growing D2C brand — reducing RTO, improving order conversion, and minimising logistics losses.
The Challenge
A fast-growing fashion and lifestyle D2C brand, heavily reliant on online sales, was facing high Return to Origin (RTO), poor order confirmation rates, and inefficient return handling. These challenges were creating avoidable logistics losses and adding friction across the post-purchase customer journey.
Our Approach
Introduced pre-dispatch confirmation calls to proactively validate customer orders before fulfilment.
Set up a dedicated returns-handling team to bring greater structure and consistency to return operations.
Implemented a customer verification process to improve order confirmation and reduce avoidable RTO.
Improved customer communication workflows to support smoother order and return resolution.
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