Shipwire partners with Happy Returns for customer-first reverse logistics
Challenge
The continuing growth in online shopping—accelerated by the Covid-19 pandemic—has made it critical for Shipwire customers to efficiently deal with exchanges and returns.
Solution
Shipwire customers receive seamless forward and reverse logistics solutions, with returns and exchanges supported by Happy Returns.
Impact
Hassle-free, in-person exchanges and returns
20% lower costs on aggregated shipping
No expenses for homegrown software development
Better user experiences
Shipwire is a subsidiary of Ingram Micro, a global leader in technology and supply chain services with annual revenues over $50 billion. Shipwire supports brands and retailers with eCommerce direct-to-consumer, dropshipping, and retail fulfillment. Shipwire’s 3PL services span more than 154 global fulfillment centers, and its proprietary order and inventory management platform integrates seamlessly with Happy Returns to manage exchanges and returns. Together, Shipwire and Happy Returns efficiently address the full product lifecycle for many eCommerce brands and retailers.
The Challenge
Shipwire has a reputation for being the best in the business when it comes to forward logistics. Huge increases in eCommerce mean that it’s critical to provide simple and user-friendly returns, which require innovative reverse logistics solutions that integrate with Shipwire’s business processes.
“Our customers are seeking smart ways to deal with exchanges and returns as they cope with this explosion in eCommerce.”
— Jean Francois, Head of Strategic Partnerships
The Opportunity
Responding to market trends and customers’ requests, Shipwire sought an easy, ready-made returns solution for eager merchants to offer their shoppers.
“With the acceleration of online shopping, we knew that returns would soar because consumers overbuy online to replicate the experience of trying on and touching various products. Those extra items then get returned, and brands and retailers need to handle the whole cycle smoothly to remain competitive,” explains Casey Billings, senior product marketing manager.
The only question was how to best approach launching a returns solution—and Happy Returns held the answer.
The Solution
Shipwire already had numerous logistics processes in place, and the addition of Happy Returns’ solution for easy returns and exchanges creates a complete offering for online brands and retailers. From order management and fulfillment to complete reverse logistics—including returns and exchanges, repair, recycling, disposition, or resale into secondary markets—the brands and retailers have access to it all.
“Whether a small or medium-sized business has to fulfill a thousand orders a month or an enterprise company is looking to process tens of thousands of orders a day, seamless and consolidated forward and reverse logistics solutions are needed. With Happy Returns and Shipwire, that’s what brands and retailers get.”
— Jean Francois, Head of Strategic Partnerships
“For example, apparel companies with a sea of SKUs and a mountain of returns have access to systems that communicate reliably,” Francois continues. “And all the technical processes are invisible to shoppers.”
Shipwire and Happy Returns are currently developing a native integration between their two platforms to make it even easier and more efficient for customers, without the need for customization.
The Impact
Hassle-free returns
Online shoppers benefit from fast, easy and convenient return options. Returns can be made in-store, in-person via Happy Returns’ nationwide network of Return Bars, or by mail.
Reduced costs
In-person returns eliminate mailing costs and are aggregated by Happy Returns before shipment, reducing shipping expenses by 20% on average. Shipwire customers also realized significant savings by using the Happy Returns software stack, rather than developing their own solutions.
Better shopper experience
QR codes generated through branded return portals enable no-box, no-label returns, eliminating hassles associated with returns and resulting in an enhanced shopper experience.
“Happy Returns is a key element of our growth strategy moving forward. It’s going to be hard to use any solution outside of this.”
— Jean Francois, Head of Strategic Partnerships
Looking ahead
Shipwire is incorporating Happy Returns into logistics solutions for a growing number of customers and sees the relationship as an essential tool in its toolbox.
“Happy Returns is a key element of our growth strategy moving forward. It’s going to be hard to use any solution outside of this,” Jean said.