Narvar

Harry Rosen has spent seven decades on a simple premise: know the man you're dressing. The harder question is whether that knowledge follows him home. For a luxury menswear retailer, knowing the customer is the whole business. On the sales floor, it shows up in everything — the advisor who knows his fit, his history, the occasion he's dressing for. At the delivery date, that knowledge tends to disappear, where most retailers fall back on a shipping range that's identical for everyone. Know your guest. A delivery promise should be as specific as the service that earned the sale. With Narvar Promise, Harry Rosen replaced static ranges with an AI-powered estimated delivery date calculated per order — shopper location, what's in the cart, where it ships from — so the date a customer sees reflects his actual order. The results match the standard Harry Rosen sets in store: a 13% lift in checkout conversion across both harryrosen.com and its off-price brand, FinalCut; delivery-date accuracy above 90%; and 16% fewer "where is my order?" calls. As Vanessa Marko, Sr. Director of Ecommerce, put it: "A double-digit increase in conversion rates is a huge revenue win across both brands." A precise delivery date does the same work as a great clothing advisor — it tells the customer you were paying attention. That's where loyalty after the sale begins. For the retailers here: is your delivery date personalized to the order, or still one range for everyone?

Every checkout has a pause in it — the half-second where a ready-to-buy shopper hovers over “place order.” No two shoppers pause for the same reason. Know your guest. A first-time visitor, a loyal returner, someone with a full cart and cold feet — each reaches that moment carrying a different worry. Most checkouts can’t tell them apart and show all of them the same thing. The shopper is quietly running a risk check: Will it arrive when you say? What happens if it shows up damaged, or never shows at all? The more you know about who’s hesitating, the better you can answer the question actually on their mind. Speed and price get the headlines. Knowing the shopper at the moment they hesitate is the quieter lever, and often the one that moves checkout conversion most. Across 1,500+ retailers, we’ve been digging into what actually moves shoppers to buy. Stay tuned. When you’re the shopper: what makes you trust a checkout you’ve never used before?

Two retailers get the same return request. One treats it as a cost to shut down. The other sees a customer worth keeping. A year later, only one of those customers is still shopping. The legacy returns playbook was built to contain: push to a refund as fast as possible, hand tracking to a third party that drops your brand out of the journey, and treat every return as a cost to minimize. It clears tickets. It also clears customers — 84% walk away after a poor return experience. Resolve, don't contain. A returns experience that stays inside your brand can offer an exchange before a refund, tell a loyal shopper apart from a serial abuser, and keep the conversation going past the drop-off. That's the shift from containing damage to building loyalty. Across 1,500+ retailers, the ones who run that play convert about 35% of return moments into exchanges or wallet credit — margin the refund-only path gives away. With 66% of retailers saying returns threaten margin, the containment playbook is protecting the wrong thing. Same return. Two playbooks. The one you run decides whether that customer comes back. Which side of this is your returns experience on today? #Returns  #RetailStrategy  #BrandHospitality

Most retailers treat a return as a cost to contain. The ones earning loyalty treat it as a moment to resolve. That gap shows up in the numbers. 39% of retailers now charge for returns, and 66% say returns are a serious threat to margin. The instinct is to add a fee and protect the quarter. But a fee also tells your best shopper that bringing something back will cost them. And 84% of shoppers walk away after a bad return experience. You've just put a price on the moment that decides whether they come back. There's a better way to protect margin. When the system knows the shopper, 35% of returns convert into an exchange or wallet credit. The revenue stays and so does the shopper. Add policies that reward loyal buyers and flag abuse, and the return stops being a leak. A return fee protects the quarter. Resolving the return protects the relationship. Are return fees saving you money, or just moving the cost somewhere you're not measuring it? #Retail #CustomerLoyalty #Returns

What you promise at checkout sets the bar for everything that comes after it. A delivery date. A returns policy. Protection if the package is lost or damaged. These look like fine print. They're the first promise you make about how you'll treat someone once they've paid. Anticipate, don't react. The retailers who win the journey after checkout answer the hard questions before the customer thinks to ask them: where is my order, what happens if it doesn't fit, what if it shows up broken. A delivery date the shopper can trust. A clear path back if something goes wrong. Done well, that's concierge-level service at scale — anticipating what the guest needs before they ask. And the stakes are higher than they look. Across 1,500+ retailers, we see what one bad experience costs: 84% of shoppers walk away after a poor return. The returns promise you make at checkout is doing more work than the price tag. That's what turns a hesitant cart into a confident purchase — and a confident purchase into a customer who comes back. Hospitality does not end at checkout. It starts there. What's the one thing shoppers most want reassurance on at checkout — the delivery date, the return path, or something else? We’d love to hear how you're handling it. #CheckoutExperience  #RetailStrategy  #BrandHospitality

Every moment after checkout is a referendum on the brand. Helping retailers earn that next purchase takes strong operators behind the scenes — the engineers, data experts, and solution leaders building the systems that keep promises to shoppers at scale. This month, we're pleased to welcome: 🔷 Aaron Wu, Sr. Data Engineer 🔷 Julian Tiscareno, Sr. Presales Solutions Engineer 🔷 Nikhil Kumar, Sr. Engineering Manager Their expertise will help us continue advancing retail hospitality for the world's leading brands. Welcome to Narvar.

A return is a request to keep shopping. Most operations are built to shut that request down. When a customer starts a return, the instinct is to contain it: fastest refund, fewest questions, move on. It clears the ticket. It also hands back the revenue and ends the conversation. Resolve, don't contain. The retailers pulling ahead meet the return moment with an exchange option — and make it worth taking. 65% of shoppers will choose an exchange over a refund for a 5% incentive. And across 1,500+ retailers, we see the ones who run that play convert about 35% of return moments into exchanges or wallet credit — revenue that would otherwise have walked out the door. A resolved return does more than save a sale. It moves the moment from containing the damage to building loyalty — proof you were on the customer's side when something went wrong. Returns will keep coming. The question is whether yours end the relationship or extend it. If you've turned returns into a second sale, what moved the needle — the incentive, the timing, or making the return itself effortless? Curious what's working for you. #Returns  #RetailStrategy  #BrandHospitality

Leading retailers fix WISMO at the source — by setting clear delivery expectations before the order is placed. Harry Rosen, for example, replaced broad delivery windows with precise, personalized dates customers could actually trust. The impact: 🔹 +13 percentage-point lift in conversion 🔹 +20 points on FinalCut 🔹 16% fewer WISMO inquiries Clear expectations at checkout move customers forward. #BrandHospitality #Retail #Ecommerce

The retailers pulling ahead are resolving the post-checkout experience from end to end — and earning the next purchase because of it. The G2 Summer 2026 reports validate the approach. Narvar's strength across returns, tracking, and shipping reflects what a connected post-checkout experience looks like in practice. 🔷 Returns Management — No. 1 Momentum Leader, No. 1 Leader 🔷 Package Tracking — No. 2 Leader, No. 2 Enterprise Leader, No. 4 Momentum Leader 🔷 Shipping — No. 1 Enterprise Leader, No. 7 Momentum Leader, No. 10 Leader Every moment after checkout is a referendum on your brand — and where hospitality is won or lost. Thank you to our retailers for setting that standard with us. #Retail #Ecommerce #G2

88% of customers say the experience a company provides is as important as its products. IWA Wine Accessories recognized the role post-purchase plays in shaping that experience — and the opportunity it offered in building lasting customer relationships. Prior to Narvar, the brand relied on standard fulfillment emails that only confirmed when an order shipped. Beyond that, customers had little visibility into delivery progress. The result was a steady stream of preventable “Where is my order?” (WISMO) inquiries. By leveraging Narvar’s Track, Notify, and Promise solutions, IWA unlocked: 📦 47% fewer “Where is my order?” moments ✨ +10% checkout conversion 🍇 +19% PDP conversion Because when customers know what to expect, they don’t just feel more confident — they’re more likely to buy in the first place and come back over and over again. Learn more: https://lnkd.in/gBGMvqYs      #Ecommerce #CustomerExperience #PostPurchase #RetailTech #DeliveryExperience #CX #ConversionOptimization