Case Study: Ever-Pretty Achieves 54% Revenue Retention with Channelwill

Ever-Pretty Increases Retained Revenue by 54% and Reduces WISMO Tickets by 68%

Ever-Pretty, an apparel retailer, faced significant post-purchase challenges as it grew, including high customer anxiety over delivery status and a manual returns process that overwhelmed its support team. These issues led to unnecessary returns and a high volume of "Where Is My Order?" (WISMO) support tickets. To address this, the company partnered with vendor CWILL and implemented their ParcelWILL Order Tracking and Returns & Exchanges services.

By automating order tracking and returns, CWILL provided Ever-Pretty with a branded, self-service portal. This reduced WISMO tickets by 68% and return-related questions by 43%. Most significantly, the new returns strategy, which incentivized exchanges and store credit, allowed Ever-Pretty to recover and retain 54% of revenue that would have been lost to refunds, transforming the post-purchase experience into a revenue retention engine.

Ever-Pretty

Anna Shi

Founder & CEO