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Create new reasons for people to love VERY by building a standout returns experience tailored to your customers.

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parcelLab and Very's order Status

Strengthening the customer offer with new products and services to help customers get more out of life is at the heart of Very’s strategy.

So, let’s focus on the returns experience Very is offering! Why returns? Because 84% of UK online shoppers wouldn’t buy from a retailer again after a bad returns experience.

We’ve placed a test order to analyse YOUR returns experience and compared it to top retailers in the UK. Here are the results.


What we liked!

drone package delivery graphic

You’re offering an innovative and sustainable return option with a paperless QR code. Only 12% of the top 200 UK retailers offer it!

one love with free returns graphic

You’re offering free returns when 24.5% of retailers still charge for returns.


parcelLab tips and recommendations to improve Very’s returns experience

Top handle mini bag return reason

1. Put your data to work!

Returns and refunds create so much data from many different sources. This data needs to be cleaned, analysed, harmonised and harnessed to create an engaging experience. By using a digital returns portal, you can offer relevant returns communications, tracking and enjoy less customer service inquiries. This also has the added benefit of bringing customers back to your site encouraging repurchase and therefore adding revenue.


2. Give customers the personalised communications they want

Make your customer feel special and remain competitive by adding branding and personalised content in their returns communications. Creating a more positive experience with the brand is an opportunity to re-engage shoppers, offer alternative items and encourage future purchases.

Your return is on its way
very tracking page by parcelLab

3. Keep customers in your ecosystem

Websites like Royal Mail, UPS or FedEX are some of the most visited sites on the web. They collectively generate millions of monthly visits, most of which are from people tracking their orders. Instead of handing over your customer traffic to these sites, why not send shoppers to a branded, in-store order tracking page instead? It creates a superior customer experience and gives you the opportunity to engage customers and encourage them to shop with you again.


State Of The Returns Market

Check out this report for a more in depth look at how your returns experience compares to 200 other brands in the UK.

Here is the report to discover how they perform!

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Are the UK's top retailers prioritising a good returns experience?

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