Narvar Return and Exchange

One of the best decisions we have made! Before Narvar, our returns process was outdated and missing vital components of the post-purchase customer processes. With Narvar, our approach is automated and industry-leading. This is your solution if you want to automate your returns process and provide complete visibility to your customers—additionally, the onboarding team and company deliver on what they promise.

Narvar was a much needed support as our business has grown. It has been quite seamless and when we have had any questions our customer support contact was reliable, quick and always with solutions in hand. They are continually evolving features and taking client feedback to lead the way.

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 :)

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!

Adding this app has made returns and exchanges so much easier for our team and for our customers! The customer is able to request one with just a few clicks of a button and they process automatically. I would love if it were easier to set up exchange groups, and the screen where you build rules is a bit complicated. But we've generally had a fantastic experience and highly recommend this app.

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.

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.

Not a fan used it for a year, there are better options out there for post-purchase returns, this is by far one of my least favorite. We use Loop now and it's amazing, it's all about ease of use for the customer, and internally we love it.
Hands down Loop is just better in every way. Will never go back to Narvar.

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!