Scottish-based fashion brand Quiz has extended its partnership with nShift, adding its returns solution to more effectively manage the rate of parcel returns – an issue that is faced by fashion retailers throughout the sector.
Quiz expects to deliver over two million packages by the end of next year. Higher volumes of shipments inevitably lead to higher volumes of returns and, if not managed efficiently, this can become expensive and time consuming to manage.
Quiz began working with the parcel delivery management software provider nShift in 2020, using its delivery management service. The combination of both using nShift Delivery and Returns is expected to realise huge improvements to Quiz.
It anticipates saving 25-30% in staff time alone due to expected reductions in time handling both ‘Where is my order’ and ‘where is my return’ queries from customers. This will enable its customer service teams to dedicate more time to customer care and be more proactive in spotting and mitigating any issues helping to improve the customer experience as a result.
The addition of nShift Returns will provide notifications to each customer on precisely where their return is in the process while dynamic tracking numbers mean Quiz will have visibility of every step of the delivery and returns process – something it has not previously been able to do. The addition of nShift Returns also means Quiz can provide QR codes from the different carriers to customers enabling freedom of choice in return options.
“We wanted something that’s dynamic and can be tracked all the way through the delivery and returns process”, said Haroun Saleemi, head of ecommerce, Quiz.
“The systems we have at the moment are dated and are not designed for the volume or velocity of orders going through our system – especially when you consider the level of service quality our customers expect.”
The move to digitising labels in delivery and returns is also the first step in Quiz going paperless – an objective it expects to achieve by late 2023. This is because it will remove the need for printing in the packing process and the associated printer requirements and maintenance.