Allport Cargo Services has delivered financial and stockholding efficiencies for its customer Perfect Moment, after introducing a new online returns portal incorporating slick customs compliance.
Significantly improving the online experience for consumers, the portal removes complexity and enables purchases in multiple sizes and styles, safe in the knowledge they can be easily and efficiently returned.
Perfect Moment, a UK-based luxury ski, surf and activewear company says the streamlined solution has enhanced the online retail experience for its consumers and helped strengthen brand loyalty.
The fully branded portal links seamlessly with the Perfect Moment website, keeping the consumer within the brand experience. Each item can be individually tracked back to the ACS returns centre via a code, providing consumers with reassurance that high-value items have safely reached their destination.
The speed of the returns process including customer refunds has been immensely improved. Items are returned back into the stock inventory and available for sale online within 48 hours, enhancing product re-sell and increasing sales.
With around 60% of Perfect Moment’s returns originating from outside the EU, the portal produces customs compliant documentation to eliminate customs delays and future-proof the system ahead of UK EU trade agreements.
The portal was developed with input from EV Cargo Technology and in partnership with Intersoft – who have been shortlisted in the innovation category of UK e-commerce awards as a result. ACS is currently in discussion with other clients to deliver similar benefits around returns documentation and payments to enhance their returns process.
Allport Cargo Services has worked with Perfect Moment since 2017 and, as lead logistics provider, manages third-party logistics for both online fulfilment and store deliveries in addition to handling imports from global manufacturers and exports to global consumers from its Heathrow logistics centre.
Gary Ball, associate project manager at Allport Cargo Services, said: “The new online portal is a significant development from ACS to help streamline the returns process, deliver enhanced stock visibility and ultimately boost satisfaction and sales for Perfect Moment customers. We worked with Perfect Moment to develop a greater understanding around the path to purchase for their customers and the part a slick and simple returns process plays. We now have a fully-automated solution that mirrors the product and brand positioning and is capable of efficiently dealing with international returns.”
Miranda Grubb, e-commerce operations at Perfect Moment, said: “The returns portal is an excellent initiative, delivery time and efficiency savings while providing customers with greater insight into returns. Customer service support is only required when a product is outside of the returns policy period. Inbound calls requesting returns labels and updates on the status of a returned item dropped considerably, allowing us to focus on developing sales. Importantly, it’s more environmentally friendly compared to the expensive sticky label option.”