Case Study: Orvis recovers $185K in returns revenue and cuts WISMR by 42% with Narvar

How Orvis Cut WISMR by -42% and Recovered $185K in Returns Revenue

Orvis, the 19th-century heritage outdoor brand, faced friction in its returns process: customers had to call to initiate returns, there was no traditional exchange program, and contact center volume — including “Where is my return” (WISMR) inquiries — was high. The company saw an opportunity to turn returns into a revenue and loyalty driver by experimenting with a smarter, digital approach.

Using Narvar’s Track, Messaging and Returns, Orvis added a Narvar-powered free-shipping promo to return confirmation emails and enabled self-service returns without changing its core tech stack. The quick, low-effort campaign recaptured $185K in revenue, drove a 124% lift in post-return orders and a 12% rise in average post-return order value, saw 44% of promo users make three or more purchases in six months, and reduced WISMR inquiries by 42%.

Orvis

Amy Williamson

Voice of the Customer Supervisor