For an e-commerce fashion brand, returns and refunds are some of its major regular challenges. Reliance-owned Ajio wanted to tackle the same posed by poor quality returned items by ensuring they could be reinventorized for sale.
Delhivery partnered with Ajio to launch a technology-based Quality Check Return Product (QC-RVP). The QC-RVP product enables Delhivery’s ~26,000 Last Mile agents to perform stringent quality checks at the customer's doorstep before returning the shipment to Ajio. It has successfully increased the re-saleability of returned goods from 25 percent to 98 percent - boosting margins and reducing waste for Ajio. Additionally, it shortened the process of refund remittance to 24 hours from 8 days for the client, increasing customer stickiness and satisfaction.
Through QC-RVP, Delhivery offers customers the option to customize their doorstep quality check process from a checklist of over 20 parameters. For Ajio these include image test, brand, quantity, color, and EAN among others.
Ajith Pai, Chief Operating Officer, Delhivery, said, "We have a long-standing partnership with Ajio as its logistics partner and are delighted to work with them to enhance the quality of their supply chain process. Our QC-RVP solution has resulted in a 130 percent jump in Ajio's NPS (Net Promoter Score). At Delhivery, we constantly innovate to drive our client's’' business with our capabilities."
Ashutosh Srivastava, COO, Ajio, said, “Delhivery is a key partner on logistics and supply chain leg of the consumer journey for Ajio. With joint innovation in technology and operational processes, we have leveraged overall goodness to drive consumer experience. This has enabled better retention metrics for the platform. Customized/Consistent tech innovation and implementation on the ground makes Delhivery unique among all other Logistic partners. The introduction of the check and pick concept has helped Ajio to expedite swift customer refunds and faster inventory cycling."