Epokhe is an ambitious brand that aims to combine high-fashion with sustainability. With a noble vision like that, they wanted to expand their operations globally without compromising on customer satisfaction quotient. While trying to do so, one of the major obstacles they came across was streamlining cross border returns.
The primary carrier they used – Auspost, weren’t providing international returns. While looking for an alternative, they opted for DHL. Despite this, the net cost of getting an order returned by generating a shipping label and initiating the process took 5 to 10 exchanges with their customer support team, hogging the bandwidth of Epokhe’s team. This along with an average cost of $25 for generating a shipping label, it was a wiser business decision to let the customer have the package themselves and write off the sale.