Marina Militare Sportswear: self-service returns and up to 4 couriers on Magento

Before Qapla'

• Waybills by hand Filling them in on the courier sites took between 30% and 40% of several operators’ time.
• Anonymous tracking Customers followed the parcel only on the courier’s site, without any brand identity.
• One courier at a time Magento did not handle several couriers at once, while shipments abroad went through DHL and BRT.
• Customer care by phone Almost all contacts came in by phone, and negative courier reviews landed on the brand.

Why they chose Qapla'

The turning point was a change of courier: with Qapla' the brand could use up to four at once, something Magento alone did not allow. The choice came down to three criteria: returns management, which tipped the balance; tracking pages consistent with the brand; and multi-courier with no strings attached. Setup also counted: it was simple, even without dedicated technical resources.

How they work today

Orders received on Magento flow straight into Qapla'. The warehouse prints labels and waybills from there, without opening the couriers’ sites any more.

Tracking messages go out in the available languages and in the brand’s look: every alert is a branded touchpoint, not an anonymous courier message.

With pickup points, customers choose where to receive and return their parcel: fewer failed delivery attempts. Returns are started and closed on their own, at a discounted rate.

Before and after

At seasonal peaks, from early-season sales to Black Friday and collection launches, the workload grows in line with sales, with no spikes caused by the process.

Their words