Overview

Ramraj, a leading ethnic wear and apparel brand with a strong presence across major marketplaces, partnered with Tenovia to streamline returns management and improve customer satisfaction across Amazon, Flipkart, and Myntra. The focus was to minimize product returns due to size/fit concerns, quality issues, and other avoidable reasons, while enhancing operational efficiency and customer experience.

The Challenges

• High rate of returns due to size and fit mismatches
• Quality concerns and wrong/damaged product returns affecting brand perception
• Limited visibility into corrective measures to improve operational efficiency

Our Strategy

Size & Fit Optimization

• Optimised size charts across all marketplaces with category-focused differentiation across 3500+ SKUs
• Leveraged product videos showcasing real models to eliminate confusion regarding fit
• Customer Experience Alignment
• Based on best-seller throughput, identified optimal FBA / FBF locations to enable faster shipping 
• The above enabled lower shipping costs across portals
• Enhanced post-purchase communication to set clear delivery expectations
• Catalog & Listing Improvements
• Refined product descriptions for better clarity
• Ensured high-resolution images to reflect accurate product details

The Impact

• Size/fit returns reduced across Amazon, Flipkart and Myntra 
• Damaged/wrong returns dropped to 0% on Amazon & Flipkart
• Customer remorse-driven returns dropped to 2% on Myntra.
• Return rates stayed controlled at ~5% on Amazon, despite higher sales volumes
• Returns due to Quality issues reduced on Flipkart and Myntra