With more than 150 branded locations and 60 franchises across Europe and Asia, Quiz is one of the UK’s leading fashion retailers.
As online sales surged, the team faced two operational challenges: managing high volumes of returns efficiently and improving the customer experience after checkout.
To solve both, Quiz first adopted nShift Returns to digitalise the entire returns process, giving customers more flexibility and warehouse teams more control. Later, they introduced nShift Track to create a fully branded, proactive communication journey that keeps shoppers informed—and connected to the Quiz brand—from the moment they order to the moment they receive or return their purchase.
Returns are a reality of fashion retail, with 30–40% of garments typically sent back. Processing them manually was time-consuming, costly, and error-prone. Meanwhile, many customers were left in the dark about the status of their deliveries and returns, leading to high volumes of “Where is my order?” and “Where is my return?” enquiries.
The company needed automation and transparency - internally to manage logistics more efficiently, and externally to improve service and protect brand perception.
Quiz implemented nShift Returns to handle its rapidly growing parcel volume, aiming to process more than one million packages a year. The new system automates every step of the reverse-logistics journey and provides real-time notifications to customers.
It also integrates with carriers to offer QR-code-based, paper-free return options, eliminating the need for printed labels and improving sustainability. The visibility gained across courier and warehouse processes allows Quiz to anticipate and manage return peaks while reducing time spent on manual tracking.
The move to digitised returns is anticipated to save 25–30% in staff time, largely by reducing repetitive service queries and manual handling. It also marks a significant step toward Quiz’s goal of going completely paperless.
After modernising returns, Quiz turned to another critical touchpoint: communication. The team wanted to maintain brand visibility and engagement after checkout, rather than handing over the customer experience to third-party carriers.
With nShift Track, Quiz built a fully branded tracking environment with proactive delivery notifications. The platform gives customers clear, real-time updates while opening new opportunities for remarketing and loyalty.
Quiz now manages both deliveries and returns through a seamless, connected experience that benefits customers and internal teams alike.
The company has reduced service call volume, improved satisfaction, and achieved tangible efficiency gains across operations. Branded tracking pages and delivery emails are driving engagement rates up to five times higher than traditional marketing messages, turning logistics communication into a revenue opportunity.