Anonymized - direct-to-consumer apparel brand
Support and refund recovery connected to live order data
Support volume, refunds, and returns were growing faster than the customer operations team could respond.
87%support cost reduction
$200K/morevenue recovered through refund-save
The brand needed more than automated replies. It needed a system that could see an order, understand the customer's request, take policy-safe action, and make the reasons behind returns useful to the rest of the business.
The delivered system keeps routine work moving while escalating the conversations and decisions that need a person. It also turns return and support data into an operating signal for merchandising and lifecycle teams.