Yamadaya Inc. Introduces Recustomer on Official Online Store

Recustomer Inc. (Headquarters: Chuo-ku, Tokyo; Representatives: Yasuhito Shibata, Shota Tsujino; hereinafter: Recustomer) announces that Yamadaya Inc. (Headquarters: Nishi-ku, Nagoya, Aichi), which operates multiple fashion brands including the women's wear brand "LASUD," has introduced the post-purchase experience platform "Recustomer" to improve the post-purchase experience, including returns, exchanges, order cancellations, and delivery tracking in e-commerce.

Background of Introduction

The official online store "YAMADAYA STORE," operated by Yamadaya Inc., features multiple brands such as LASUD, Aga, and SCOTCLUB.

The company has long felt that "brands with a smoother return experience are naturally more likely to be used again" when using major e-commerce services, and believes that the post-purchase experience is important for building long-term customer relationships.

Therefore, they have been promoting initiatives to enhance customer peace of mind after purchase, such as enclosing return forms and offering free return campaigns, and have realized that making returns easy leads to customer satisfaction and repeat business. Additionally, many customers have a need to check their delivery status in detail, and they believe that improving the overall convenience of the post-purchase experience, including delivery tracking, will lead to increased customer satisfaction and LTV.

On the other hand, apparel e-commerce has many customer touchpoints after purchase, such as returns and exchanges due to size or image differences, cancellations after ordering, and inquiries about delivery status. It is necessary to provide a clear and smooth experience for customers while also establishing a system that allows for efficient and continuous support from the operational side.

Recognizing that the inability to "try on" is a unique constraint of e-commerce, they believe it is important to create an environment where customers can use the service with peace of mind even after purchase. Therefore, they have introduced Recustomer, which can centrally provide returns, exchanges, order cancellations, and delivery tracking. By creating an environment where customers can complete necessary information and procedures without hesitation, and by improving the efficiency of post-purchase support operations, they aim to enhance the customer experience and achieve sustainable business growth.

Expected Effects

Improved Customer Experience and Operational Efficiency through Online Post-Purchase Procedures

By establishing an environment where returns, exchanges, and order cancellation procedures can be completed online, we will provide customers with a smooth experience for necessary procedures. Furthermore, we will improve the efficiency of post-purchase support operations by reducing the operational burden of inquiry handling and manual work.

Improved Convenience through Simplified Return Flow

We aim to create an environment where customers can complete return procedures without confusion by further simplifying the return process. In the future, we aim to improve the return flow, which currently requires many steps, to a simple experience that can be completed in about 5 steps by simplifying input items for members who have used returns in the past, thereby realizing an e-commerce site where customers feel "it's easy to return."

Optimization of Post-Purchase Experience Including Delivery Tracking

By providing a centralized post-purchase experience that includes returns, exchanges, order cancellations, and delivery tracking, we will create an environment where customers can access necessary information and procedures without confusion. Through improved post-purchase convenience, we aim to achieve an experience that leads to increased customer satisfaction and repeat business.

Future Outlook

Moving forward, we will continue to optimize the entire post-purchase experience, including returns, exchanges, order cancellations, and delivery tracking, by utilizing Recustomer.

First, we will standardize and improve the efficiency of post-purchase support on our own e-commerce site, thereby creating an environment where customers can smoothly complete necessary procedures. This will facilitate a transition to an operational system that does not rely on inquiry support.

Recustomer will continue to support the improvement of customer experience starting from the post-purchase experience and the sustainable business growth of e-commerce operators.

Comment from Junpei Takimoto, Manager of EC Operations Department, Yamadaya Inc.

In my daily shopping experiences, I've naturally felt "I want to buy here again" from sites where returns, warranties, and customer support are reliable. While choosing products is enjoyable, online shopping inevitably involves some anxiety, such as differences in size or image.

That's why I realize that a brand that truly supports customers even after purchase builds a sense of security and trust.

On our own e-commerce site, we wanted to create an experience where customers can enjoy shopping with peace of mind, not just by delivering products, but throughout the entire shopping process.

By introducing Recustomer, we aim to create an environment where customers can shop with peace of mind by making returns and exchanges more understandable and smoother. Through an experience that makes customers feel "I can buy with confidence on this site" and "it's easy to return in case of any issues," we aim to deepen trust with our customers and build a shop that they will choose for a long time.

About the Post-Purchase Experience Platform "Recustomer"

Recustomer is a post-purchase experience platform that enhances the post-purchase experience and creates customer touchpoints. Specifically, it offers five services: "Recustomer Delivery Tracking" which tracks orders and notifies of estimated delivery dates, "Recustomer Returns/Exchanges" and "Recustomer Cancellations" which automate return, exchange, and order cancellation operations, "Recustomer Trial Purchase" which enables trial purchases, and "Recustomer Reservation Purchase/Restock Guarantee" which realizes flexible sales methods with patented re-authorization technology.

By providing a special post-purchase experience, it enhances the user experience and supports the sales growth of e-commerce operators.

Service Site URL: https://recustomer.me/

Recustomer Inc. Overview

Company Name: Recustomer Inc.

Representative Directors: Yasuhito Shibata, Shota Tsujino

Business Activities: Development and operation of the post-purchase experience platform "Recustomer"

Established: March 2017

Location: Ginza Quint 8F, 5-14-1 Ginza, Chuo-ku, Tokyo