Is your post-purchase broken? Get a free 42-point real shopper audit.
We audit your post-purchase journey across 42 parameters covering — checkout, tracking, notifications, returns, and shipping costs. Get a scorecard with gaps, opportunities, and clear actions to fix them.
1600+
Brands Audited
72%
Fewer Support Tickets
$3.6M
Shipping Costs Saved
8–15%
Conversion Uplift
Trusted by 4500+ e-commerce
brands globally
See how shopper-led audits improved post-purchase CX.
Every result below started with an audit. See what our customers uncovered and what they did about it.
With LateShipment.com, we saved around $200,000 in support costs. The branded emails include promotions and links back to our website, and it's been very helpful.
We've successfully reclaimed 95% of the support hours that were once tied up handling customer return requests through LateShipment.com's intelligent returns platform.
When we initially launched a detailed tracking page with LateShipment.com, we had a 142% increase in traffic to that page which significantly reduced the WISMO enquiries. I think that was a huge win.
Five pillars. 42-point Checklist. One definitive scorecard.
Every touchpoint from "Place Order" to "Refund processed" — evaluated,
scored, and ranked
against best-in-class benchmarks from 4,500+ eCommerce
brands.
Checkout Experience
We evaluate estimated delivery date display, order-by urgency timers, shipping method clarity, package protection, and mobile UX — the moments that determine whether a cart converts.
Shipping Notifications
Order confirmed → shipped → in-transit → out for delivery → delivered → delayed. We test every trigger, check if delay alerts fire, and assess the open-rate value of each touchpoint.
Branded Tracking Experience
We measure whether your post-purchase traffic stays in your brand ecosystem or gets surrendered to carrier portals. At 3.5 tracking visits per order, this is the most-visited page you probably don't own.
Returns & Exchanges
We walk through your return flow as a customer — testing for exchange-first architecture, store credit incentives, guest access, label speed, and return tracking. In apparel, 30–40% of refunds are recoverable as exchanges.
Shipping Cost Recovery Opportunity
We analyse your carrier and service mix (FedEx, UPS, Ground, Express) for late delivery refund eligibility, billing error categories, and lost/damaged claim potential. Express services yield the highest recovery rates — often funding the entire post-purchase stack.
What the audit means for your role
One report. Four perspectives. Every stakeholder leaves with a clear mandate and a quantified opportunity.
Your acquisition cost is fine.
Your retention is
leaking.
Most DTC brands optimise hard for CAC and conversion rate — then leave post-purchase entirely to the default Shopify experience. The audit shows exactly where brand equity erodes after the buy button, and what each gap costs in LTV, repeat purchase rate, and support overhead.
12% higher repeat purchase rate
Brands with strong post-purchase experiences retain customers at a measurably higher rate. The audit shows you which touchpoints to fix first, ranked by revenue impact.
ROI-first roadmap, prioritised
Every recommendation is ranked by impact and effort. No vague advice — a sequenced roadmap tied to your revenue and cost model.
Competitive positioning clarity
Your score is benchmarked against best-in-class brands in your category — so you know exactly where you stand relative to brands competing for the same customer.
Every manual process in your stack is a cost centre
The audit maps every post-purchase workflow that currently requires human intervention — manual claims filing, return approvals, delay communications — and quantifies the automation opportunity for each. Your team's time should be on strategy, not spreadsheets.
100% automated carrier invoice auditing
OneAudit detects 50+ service failure types and 28+ billing error categories without manual review. Claims file themselves — refunds credit monthly.
60–80% reduction in return-related tickets
Self-serve return flows with automated approvals and instant label generation eliminate the back-and-forth that consumes ops bandwidth at scale.
Unified post-purchase tech stack
Replace multiple point solutions with one integrated platform — Shopify, FedEx, UPS, Gorgias, Zendesk, Klaviyo — deployed in days, no engineering required.
Your inbox is full of tickets that should never exist.
72% of WISMO contacts are triggered by delayed shipments with no proactive communication. The audit traces every inbound ticket back to its root cause — and shows you the exact notification and tracking changes that eliminate them at the source.
72% fewer WISMO support tickets
Proactive delay alerts, branded tracking pages, and out-for-delivery notifications eliminate the vast majority of avoidable inbound contacts — before they're created.
Higher NPS from every delivery
Brands with exchange-first return flows and proactive delay communication score significantly higher on post-purchase NPS — at the exact moments perception is formed.
Every touchpoint mapped & scored
From shipment confirmation to the return portal — every customer touchpoint evaluated, annotated, and prioritised for improvement.
Your FedEx & UPS invoices are overcharging you.
Every month, Express SLA misses, dimensional weight errors, invalid surcharges, and billing duplicates pass through your carrier invoices unchallenged. The audit maps your carrier mix against refund eligibility and models your specific recovery opportunity.
6–20% shipping spend recovery
Express services yield the highest claim rates — 15–30% of shipments on FedEx 2Day and UPS Next Day Air are eligible for full shipping charge refunds.
FedEx 15-day deadline — you're probably missing it
FedEx Express claims must be filed within 15 days of invoice. Without automation these deadlines pass silently. UPS offers 180 days but manual tracking at scale is impractical.
Carrier performance data for negotiations
Audit data reveals which carriers and lanes underperform against contracted SLAs — intelligence that materially strengthens your position at the next rate negotiation.
Simple to request. Rigorous to deliver.
No access to your systems needed. We simulate the customer journey as a real shopper — then score every touchpoint against our benchmark framework.
01. Submit Your Request
Fill in the form with your store URL, monthly order volume, and primary carrier. Takes under 2 minutes.
02. We run a real shopper-led audit
Our team simulates a real customer purchase and traces the full post-purchase journey across all five pillars.
03. Report Delivered
Receive an 8-page personalised PDF, scored with gap cards and recommendations. Within 5-7 business days.
04. Walkthrough Call
A LateShipment.com specialist walks through your report and shows you how to close each gap.
Every gap in the audit has a direct solution.
The LateShipment.com post-purchase suite is purpose-built for e-commerce brands of all sizes. Deployed in days, with full engineering support.
Branded Tracking & Notifications
Own the entire post-purchase journey. Replace carrier tracking pages with a fully branded experience that drives repeat revenue on every visit.
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Branded tracking page with real-time EDD
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13 shipment event triggers + 8 exception triggers
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Proactive delay alerts from live carrier scan data
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Product recommendations & cross-sell on tracking page
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1200+ integrations including Shopify, Klaviyo, Gorgias
Exchange-First Returns
Convert refund requests into exchanges and store credit. Self-serve portal with instant labels, automated approvals, and real-time return tracking.
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Exchange-first flow with size/colour swap options
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Store credit incentives with configurable uplift
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Guest lookup — no account required
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Instant return label generation
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Integrated directly into OneTrack tracking page
Carrier Refund Recovery
Automatically audit every carrier invoice and recover refunds for late deliveries, billing errors, and lost/damaged shipments. Set-and-forget savings.
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Auto-file late delivery claims — before 15-day deadline expires
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Lost and damaged claims automated end-to-end
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Carrier performance dashboards for rate negotiations
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Often funds the full LateShipment stack within 30 days
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600+ carriers including FedEx, UPS, Canada Post, AusPost
supported
Shipping Insurance
Automated shipping protection for lost and damaged packages. Apply at checkout, file claims inside the platform — no carrier paperwork, no delays.
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Auto-insure orders above threshold value
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Claims managed inside platform — not with carrier
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50–70% faster reimbursements than carrier claims
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Works alongside OneAudit for full shipping risk cover
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10–15% fewer loss-related CX tickets
Get your personalised
post-purchase audit.
We’ll audit your entire post-purchase journey — for free. You’ll receive a scored, annotated 8-page report with specific gaps, benchmarked scores, and a prioritised roadmap to fix them.
100% free — no credit card, no contract
Delivered within 5 business days
Personalised to your brand, carrier mix & volume
Includes a live walkthrough call with a specialist
No access to your systems needed
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