Case Study: Fellow reduces resolution time and boosts revenue recapture with AfterShip Returns

Fellow reduces resolution time by 52% with AfterShip

Fellow, a San Francisco-based coffee equipment and accessories company, faced significant challenges with its manual returns management process. Their previous system lacked key integrations, analytics, and automation, leading to operational inefficiencies, delays due to human error, and an inability to effectively enforce return fees or policy. This cumbersome process overwhelmed customer support agents and negatively impacted the customer experience. To address this, Fellow sought a solution from AfterShip, specifically implementing their AfterShip Returns product.

By implementing AfterShip Returns, Fellow automated its returns process, introducing eligibility rules, return fee management, and in-store return options. This resulted in a dramatically improved customer experience and operational efficiency. The most notable result was a 52% reduction in average resolution time. Furthermore, Fellow recaptured over 20% of its revenue through exchanges and store credit, converted almost 15% of refunds into exchanges, and freed up the equivalent workload of 1.5 support agents. AfterShip provided the tools necessary to streamline returns and drive significant business improvements.

Fellow