Narvar Return and Exchange

Narvar has been a reliable part of our post-purchase experience. The tracking pages are clean and on-brand, and the return flow is easy for customers to use and simple for our team to manage.

Support has been solid when we’ve needed it. Responses are clear and and setup was straightforward.

Overall, it’s a well-built platform that does what it promises and scales with you as you grow. Happy to recommend.

Narvar has allowed our organization to turn what was once simply transactional messaging into a revenue stream. It is easy to customize and make updates to include promotional offers, new product launches, and creative changeovers. The ability to schedule these also eliminates the need to time real-time updates to coincide with the aforementioned.

The platform has also reduced our customers' dependency on our in-house Customer Service team by providing real-time information to Sockwell's customers at the click of a button.

We've been using Narvar for years but moved onto Shopify about a year ago and this app has made returns so much more customizable with easily edited return rules, refund rules, restrictions, exceptions, and more! Almost everything we want to do with returns can be done within this app without having to contact support.

The only problems we've experienced are with exchanges (but that's mostly due to our WMS and I'm certain it's not an issue for most others using Narvar for exchanges) and editing emails - you can edit most all of the copy, but it's confusing and honestly a hassle to figure out what copy you're changing and in which emails and where the "shared" copy will show.

Narvar Returns & Exchanges has been a great returns RMA system for the brand. The only downside is the analytics, its a bit a stretch to get deeper in visibility.

We have a small staff, so the integration of Narvar has really helped the workload for our customer service team and created a simple self-serve process for customers. This integration has been a great addition and the customers love it!

The experience has been amazing. Narvar has allowed us to provide a better experience with all our customers and not only that, but has also made our job easier.

We appreciate that it is intuitive and their customer suppport is always willing to help providing quick solutions.

Our team utilizes Narvar for our reverse logistics. We love how easy the system is to learn and how helpful and proactive the Narvar team is whenever we need support. The return portal is fully customizable for your branding and there are are always new features rolling out to improve our experience.

We just switched over to Narvar and couldn't be happier! Sean has been great with our onboarding and making the transition to using Narvar a seamless one. We've been using it for about a month now and are excited to continue our partnership!

If you offer exchanges this app WILL LOSE YOU MONEY. The way that exchanges work on Narvar is completely insane. If a customer buys an item at full price $50 for example and decides to exchange it a week later when the item is now on sale, say $30, Narvar will both give the customer the new order and also refund them $20 dollars back to their credit card for the price difference!! Totally INSANE. The Narvar app is very complicated to set up and very challenging to get to work the way you want it too. The company itself is also a mess, never sent me invoices for shipping and when I reached out to the support team they were unwilling to help me find a workaround just said that everyone is happy with the way they do exchanges. Responded 20 days after I messaged them... I also had a terrible experience speaking with their support representative when trying to resolve this issue which makes the app unusable. I'm very disappointed. The UX is super confusing for our customers and we constantly had to answer messages explaining how to use the portal.

PROS: Automation | If you're at the stage where handling returns is taking more than an hour of your day every day, you're ready for this app! The amount of customers emailing me is way down, and when they do, 99.8% of the time I can just copy/paste a friendly email directing them to our portal. ;) Customer Service | After a few months I had some concerns about changing specific policies to address the .02% of more complicated returns, and the customer support process was amazing! Quick to reach out, schedule a call, and resolve the issues. Special shoutout to Sean :) Revenue Retention | With tweaks, our current retention rate has climbed from 9.31% when we first integrated to 32.76% as of this last month! That's huge. The investment is steep if you're a small- to medium-ish growing company, but it will help you level up! Worth it :)