Case Study: Orvis recovers $185K in returns revenue and cuts WISMR 42% with Narvar
Key results
The challenge
Orvis customers previously had to call to initiate returns, driving up contact-center volume and repeated 'where is my return?' inquiries. The retailer wanted to streamline returns and recapture revenue at the return stage without re-engineering its core tech stack.
The solution
Orvis used Narvar Shield for self-service returns alongside Narvar Track and Narvar Notify, embedding an AI-powered free-shipping promotion directly in return confirmation emails to encourage additional purchases.
“What was probably five hours of work all the way around netted these recovered sales. It's really phenomenal.”
AWAmy WilliamsonVoice of the Customer Supervisor, Orvis
The results, in context
The promotion recovered $185,000 in revenue and drove a 124% lift in new orders placed after a return, with a 12% increase in average post-return order value. Handling returns digitally cut 'where is my return?' inquiries by 42%, and 44% of customers who used the promotion made three or more additional purchases over the following six months.