Case Study: Seasalt Cornwall achieves 37% fewer "Where Is My Refund" enquiries with Narvar

WISMR 37% Down for UK Fashion Brand Seasalt Cornwall

Seasalt Cornwall, a British fashion brand with 68 UK stores known for its customer-obsessed approach, identified returns as a key pain point: “where is my refund” (WISMR) enquiries were driving dissatisfaction, adding service overhead and clashing with the brand’s sustainability goals. The team wanted a paperless, customer-friendly returns experience that would reassure less tech-savvy shoppers while reducing operational friction.

By implementing Narvar’s end-to-end returns management — including a returns portal, proactive notifications, QR/paperless options and dedicated “hypercare” support during rollout — Seasalt cut WISMR enquiries by 37% (from 4.6% to 2.5%), achieved 96% of returns processed successfully, drove +40% adoption of QR/paperless returns and saw improvements in NPS and CSAT alongside positive customer reviews.

Seasalt Cornwall

Briony Yeates

Customer Experience Manager