LiV FISHING Reduces Return Rate by 51.28% with ParcelPanel Returns and Exchanges

Business Profile

LiV FISHING is a premium fishing brand founded in 2022. The company provides high-quality apparel, tackle, and other fishing accessories. Its impressive product line includes tackle storage solutions, t-shirts, hoodies, rod sleeves, bait covers, and other supplies that make angling a joy for hobbyists and professionals. 

Brand: LiV FISHING

Industry: Apparel, Watercraft Parts, and Accessories.

Platform: Shopify

Country: US

Year Founded: 2022

Employees: Medium-sized company

Usage: Since December 2024

The Challenge: Rigid Returns System Inconveniences Customers

When LiV FISHING came onto the scene, it attracted fishing enthusiasts drawn to the brand’s tech-first approach to selling angling apparel, watercraft parts, and accessories. Incentives such as free shipping on orders above $100 in the US caught on with customers mesmerized by this new brand. The LiV FISHING team also engaged followers on social media by publishing content regularly.

However, selling fishing supplies online meant customers could not determine how they worked. This led to problems such as size and fit issues when the orders were delivered.

“At the beginning, we lacked a clear returns policy and workflow that enabled customers to request refunds or exchanges quickly and have them processed and approved by our team,” shares Daniel Notarianni, Creator and Owner of LiV FISHING.

Owing to this, customer satisfaction was negatively affected, and some left negative reviews online. While it battled this, LiV FISHING also missed the chance to retain more revenue as the return rate kept increasing.

The Search: LiV FISHING Fishes for an Answer to Its Returns Conundrum

For Daniel and his team, providing customers with a good post-purchase experience was key. At the same time, they wanted to cut down costs, especially those incurred in handling returns, such as staffing an expansive support team to handle Where Is My Return tickets.

Therefore, it was agreed that the company should seek a solution to transform the reverse logistics process to ensure efficient returns and exchange management.

Moreover, LiV FISHING prioritized customer satisfaction and needed a solution to ensure customers could effortlessly initiate returns. Lastly, getting a returns app that incorporated analytics was essential to help the business gain insights on reducing returns over time.

The Solution: Reeling In a New Dawn of Post-Purchase Excellence

After ten days of solution exploration, the LiV FISHING team opted to use ParcelPanel Returns and Exchanges. They tested the product and talked to the ParcelPanel support team to understand what the app could do for their Shopify store.

Commenting on the process, Daniel opines, “Our objective was to look for a solution that remedied the problems we had already while positioning us better for the future without compromising on customer satisfaction.”

They were particularly drawn to the app because of the features it packed and the benefits it would offer LiV FISHING and its customers, including:

Flexible Return Management

One of the top features of ParcelPanel Returns that interested the LiV FISHING team was the presence of a centralized returns dashboard. This feature offered the promise of a streamlined returns management process that would help the business follow up on each returned product and address the customer’s issue.

Self-Service Return Portal

With a dedicated self-service return portal, LiV FISHING customers were able to initiate returns on the company’s website by themselves. Furthermore, the brand can offer smart exchange recommendations to avoid losing revenue on refunds.

Automated Return Notifications

Previously, customers had no visibility into the status of their returns. Now, Liv FISHING can automatically send them email updates. Shoppers would be updated at different stages when the return request is received, approved, refunded, or exchanged, ensuring the process is effortless and transparent.

Advanced Analytics

The ParcelPanel Returns analytics engine was very attractive to the LiV FISHING team, which wanted to know why customers returned purchased items and remedy these issues to reduce returns through analyzing return reasons, etc.

The Result: Product Returns Reduce As Revenue Recovery Increases Two-Thirds

“ParcelPanel Returns and Exchanges’ impact on our brand was felt almost immediately as WISMR tickets reduced drastically. Over the next quarter, it would prove to be the best decision we made,” reflects Daniel Notarianni on the results LiV FISHING recorded after installing it.

Below is a breakdown of each.

Revenue Recovery Went Up by 61%

After installing the ParcelPanel Returns and Exchanges app, LiV FISHING offered customers exchanges.  Shoppers could exchange the returned items for identical products, alternatives, or store credits and discounts, enabling the business to increase revenue recovery by a massive 61%.

34.7% Boost in Upsell Sales

By leveraging the smart exchange recommendation engine that came with the app, LiV FISHING convinced customers to exchange their purchases for upgrades or choose even more expensive alternatives. This increased upsell sales by 34.7%.

51.28% Decrease in Return Rate

ParcelPanel Returns and Exchanges enabled LiV FISHING to collect customer feedback and reasons for returning items they had bought. The brand then analyzed this information to identify what led to returns, acted on them, and eventually decreased the return rate by 51.28%.

Return-Related Inquiries Decreased by 43%

LiV FISHING also saw a downward trend in the return-related inquiries received by its customer support team by up to 43%. This decrease is attributable to the self-service return portal the business set up on its website and the automatic email notifications its customers received on the status of their returns.

The Future: Prioritizing Excellent Post-Purchase Amidst Rapid Growth

“ParcelPanel has given us the confidence that we can expand our presence to more locations while ensuring our customers can enjoy a seamless returns process,” says Daniel Notarianni, Creator and Owner of LiV FISHING.

LiV FISHING plans to grow its digital footprint to more locations globally where fishing enthusiasts live by opening more location-specific Shopify stores. Smooth post-purchase is a central part of this, and the brand is looking to leverage ParcelPanel’s excellent returns and exchanges app to provide customers with a memorable experience.