How The DOM built a fully customised post-purchase system for 200+ brands
We needed a system that could read all various carrier data and present it to the customer in one relevant, understandable location. LateShipment picked up all that information and allowed us to add it into our post-purchase notification flows, which we send directly to customers.
About The Dom
The DOM is an Australian multi-brand designer outlet marketplace, bringing together 200+ brands, from homegrown Australian labels to global names like Adidas, and offering their outlet and sale inventory directly to consumers. Their customers are primarily women in the 35–50 age bracket, looking for premium fashion at accessible prices.
Operating as a lean Sydney-based startup, The DOM runs without a central warehouse. Every order ships directly from the individual brand's location. Every return goes back to that same brand. With hundreds of brands, each carrying their own fulfillment partners, return policies, and warehouse addresses, the post-purchase operation is one of the most complex in Australian e-commerce.
Challenges and Solutions
Challenge 1: Fragmented tracking across multiple carriers with no unified customer view
As a marketplace, The DOM does not control the last mile. Fulfillment depends on whichever carrier each brand uses, be it Australia Post, Aramex, Couriers Please, SHIPPIT, DHL, etc, resulting in fragmented tracking information scattered across five carrier portals. Customers had no single place to understand where their order was, and the support team had no proactive way to surface delivery issues before customers raised a ticket.
The Dom unified their tracking experiences with LateShipment.com and increased post-purchase revenue
Challenge 2: Manual returns management that couldn't scale to 200+ brands with different rules
In the early days, The DOM managed returns entirely through customer service. Customers raised a Zendesk ticket, the team notified the relevant brand, and delays frustrated all parties. As the brand catalogue grew, what had been manageable became a critical bottleneck. With 200+ brands, each carrying different return policies, different acceptable outcomes (refund vs. store credit vs. final sale), different warehouse addresses, and different label requirements — a single order containing items from three brands could require three entirely separate return journeys.
The Dom implemented LateShipment.com's OneReturn their returns process and customer satisfaction
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