Global online cycling retail group Wiggle-CRC has rolled out a new tailored returns experience for UK and international customers after partnering with intelligent returns platform, ReBOUND.
Renowned for their 365 day return policy, Wiggle and Chain Reaction Cycles ship 6 million parcels per year with an annual revenue of over £500m across the Wiggle ltd group. Wiggle-CRC partnered with ReBOUND after experiencing a 30% uplift in return rate to improve the quality of their returns data as a business to better serve modern shoppers return expectations.
The partnership will enable Wiggle-CRC to offer quicker and more flexible returns around the world, tailored to the customer’s needs and location. Customers are now able to track the entire returns journey via a single online portal, offering an even more convenient and informative experience.
Since removing in-parcel labels from outbound orders, Wiggle has already seen a reduction in customer queries during the returns process and expects the new online-only experience to further reduce customer contact.
Douglas MacGrain, Customer Delivery Manager at Wiggle, said: “Ecommerce is experiencing a returns revolution as the modern shopper grasps how easy it is to return purchases, and this has led to a rise in inbound items. By leveraging data and consolidating our returns proposition, our business is able to be far more responsive to these changing customer expectations. Our partnership with ReBOUND provides more convenience for the customer and also enables us to harness our data in greater depth than ever before, offering a greater understanding of returns behaviour across our global returns network.”
Graham Best, CEO at ReBOUND, said: “The growth in cross-border selling has been matched by a rise in cross-border returns, and brands have recognised that the returns process provides a valuable touchpoint with customers, no matter their location. A convenient, tailored and quick returns experience is a tremendous brand building opportunity that can turn the occasional shopper into a loyal, returning customer. We’re excited to support Wiggle as they harness their global returns data and continue to impress their customers with both products and online experience.”