Case Study: Fellow reduces resolution time by 52% with AfterShip Returns

How Fellow Reduced Resolution Time by 52% with AfterShip Returns

Fellow, a San Francisco-based coffee brand, was struggling with a manual and inflexible returns process that lacked integrations, analytics, and efficient support. Using AfterShip Returns, Fellow needed a better way to manage refunds, exchanges, return fees, and return tracking while improving the customer experience.

AfterShip automated Fellow’s returns workflow, enabling policy enforcement, in-store and on-store exchanges, fraud flagging, and real-time tracking. The results included a 52% reduction in average resolution time, more than 20% of revenue recaptured through exchanges and store credit, and reduced support workload equivalent to 1.5 agents.

Fellow

Stephen Davis Hernandez

Digital Product Manager