Case Study: Thursday Boots triples returns efficiency with Two Boxes

How Thursday Boots triples returns efficiency with Two Boxes

Thursday Boots, a direct-to-consumer footwear brand, faced significant challenges with their reverse logistics process. Their previous fulfillment partner was not thoroughly inspecting returned boots according to the brand's strict standard operating procedures, leading to poor quality items being restocked and an increase in customer complaints and support tickets. They needed a more precise returns management system to protect their reputation for quality. This led them to partner with the vendor Two Boxes and their 3PL provider, Cart.com.

The solution implemented by Two Boxes was an intuitive grading interface that guided Cart.com warehouse associates through the inspection process, ensuring strict adherence to Thursday Boots' guidelines. This resulted in a tripling of returns efficiency and a 50% decrease in time spent on return-related customer service and analytics. Furthermore, the number of units properly categorized as return to stock increased by 100%. Two Boxes provided the technology and visibility that, combined with Cart.com's fulfillment execution, created a stronger, more aligned 3PL relationship for the brand.

Thursday Boots

Joseph Gullo

VP of Supply Chain & Logistics