Platform: Flipkart
Brand: Paragon Footwear
Problem:
- A retail footwear brand with a strong online presence teamed up with Tenovia to tackle increasing customer returns and improve their business rating score..
- Ongoing challenges also included blocked product listings, negative reviews, and the loss of the buy box feature.
- These issues were negatively impacting sales and harming the brand’s online reputation.
Solution:
- Analyzed SKU-wise returns, focusing on sizes, listing errors, product quality, shipment issues, and customer feedback.
- Identified that 60% of returns were due to size issues, with reviews indicating the product ran smaller than usual. Corrected size charts and listings for affected SKUs and sent the list to the warehouse for physical inspection.
- Addressed warehouse issues such as incorrect shipments, damaged products, and quality concerns. Suggestions for improving quality control were shared and implemented.
Impact:
- 26% reduction in the number of returns on Flipkart from January to May.
- 0.3 increase in seller rating, rising from 4.2 to 4.5 within four months, improving brand visibility.
- Enhanced brand image and increased positive awareness among online shoppers.
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