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Optoro Partners with Gap Logistics to Accelerate Next-Gen Customer Returns Experience and Reverse Supply Chain Innovation

Optoro’s all-in-one platform supercharges the customer experience, enables instant exchanges, and accelerates processing

Leading returns platform Optoro welcomes Gap as its latest partner to transform exchanges and returns for Old Navy, Gap, Banana Republic, and Athleta. Optoro’s returns experience features an intuitive online returns portal for initiating returns quickly and easily, instant exchanges, fraud-protected customer keep, box-free, label-free drop-off locations, and more.

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“Optimizing the returns process is a key lever to maintain a great shopping experience and support customer loyalty,” said Kevin Kuntz, Senior Vice President of Global Logistics Fulfillment at Gap Inc. “With Optoro’s platform, our customers can trust that when they shop with us, whether online or in-store, they will have the freedom and flexibility to return if they need to, without the hassle. In addition to a simpler and convenient returns experience we’re also locking in the next purchase and speeding up processing times to get items back in stock and on shelves faster. We’re thrilled to have found a partner innovating through the entire returns process, from customer initiation to supply chain management and circularity, rather than just one piece.”

Optoro’s all-in-one returns platform integrates with existing retail systems to transform returns into a competitive advantage that not only minimizes costs, but also drives revenue growth. On the front end, Optoro’s next generation returns experience software nudges shoppers to choose exchanges over refunds. Gap Inc. also recently activated Optoro’s packageless Express Returns drop-off service nationwide. This will be a big boon for customer convenience and generate significant savings through consolidated returns shipping. Optoro’s Returns Experience can generate CSAT scores of 90+ for customers.1

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Gap Inc. also benefits from Optoro’s returns management software on the back end, which can unlock hidden value through every part of the returns supply chain. For example, 95% of eligible new inventory managed through Optoro’s platform is listed and ready to be resold the same day it is received,2 significantly reducing out-of-stocks for shoppers.

“Companies like Gap Inc. are raising the bar for returns,” said Amena Ali, Chief Executive Officer of Optoro. “By taking a holistic approach to returns, we are honored to partner with Gap Inc. to lead the market in delivering the customer experience shoppers want, while being a first mover in supply chain innovation that puts the customer first. When retail brands embrace a 360-degree approach, they capitalize on the opportunity to engage with customers, get items back to stock quickly, and drive growth.”

Kevin Kuntz and other industry leaders will participate in a fireside chat at ShopTalk in Las Vegas, Nevada on March 28, 2023 at 8:30am PT to share their views on the future of Supply Chain innovation.

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