Baleaf & 17TRACK: Streamlining Post-Purchase and Returns Challenges with an All-in-One Solution

Founded in 2014 and headquartered in the U.S., Baleaf is a direct-to-consumer (DTC) brand specializing in activewear and outdoor gear, serving customers across 50+ countries in North America, Europe, Asia, and beyond. Leveraging high-quality yet affordable products like yoga apparel and cycling gear, Baleaf has emerged as a standout brand in the global cross-border e-commerce arena. In 2023, the company achieved nearly $200 million in annual revenue and was recognized as the Most Valuable Cross-Border E-Commerce Brand.

As a leader in yoga apparel, Baleaf experiences explosive order growth every summer. While this surge drives revenue, it also amplifies post-purchase challenges—particularly "Where Is My Order?" (WISMO) inquiries. Finding a digital solution to reduce WISMO efficiently while ensuring a strong customer experience became critical to sustaining Baleaf’s global expansion.

In 2023, Baleaf partnered with 17TRACK to overhaul its post-purchase experience. From the moment a customer places an order, 17TRACK's industry-leading logistics solutions empower Baleaf to deliver seamless, proactive support.

Here’s how Baleaf enhances its customer experience at different stages:

• Consumer Places Order:

  • Function Used: Pre-sale / Out-of-stock Email

  • Function Introduction: Consumers are promptly notified via email if an ordered item is out of stock or on pre-sale. This proactive communication significantly reduces customer anxiety.

• Package in Transit:

  • Function Used: Brand Inquiry Page / Shipping Status Change Email

  • Function Introduction: Customers can easily track their packages themselves through Baleaf’s branded tracking page. Additionally, 17TRACK automatically sends email notifications to customers whenever the shipping status changes, such as when the package is shipped, in transit, or about to be delivered. This reduces "Where Is My Order?" (WISMO) inquiries.

• Package Delivered:

  • Function Used: Trustpilot Review Invitation

  • Function Introduction: 17TRACK automatically sends out Trustpilot review invitation emails X days after a package is delivered. This timely request captures the peak of the customer experience and helps enhance Baleaf's brand reputation.

• Through these digital enhancements powered by 17TRACK, Baleaf provides seamless and proactive support throughout the entire post-purchase journey, ultimately improving customer satisfaction and loyalty.

Recognizing the challenges posed by high return rates in the apparel industry, Baleaf sought a more efficient and customer-friendly return process. In late 2024, Baleaf adopted 17TRACK's comprehensive Returns Management System, which provided several key capabilities:

• Self-Service Returns: Empowering customers to initiate returns independently by selecting the items, specifying the reasons for return, and uploading any necessary supporting evidence. This eliminates the need for lengthy and inefficient email exchanges.

• Centralized Control: Offering Baleaf a unified dashboard to manage all aspects of the return process, including approving or rejecting return requests, generating return shipping labels, tracking the return shipment, and processing refunds.

• Automated Rules: Enabling Baleaf to implement automated rules to streamline return handling, such as automatically blocking returns for ineligible items (like free gifts) or enforcing return window policies (e.g., a 30-day return period).

The implementation of 17TRACK's Return Management System yielded significant results for Baleaf:

• Reduced Return Processing Time: The average time taken to process a return was dramatically reduced from 1 hour to just 15 minutes per case.

• Decreased Post-Return Customer Inquiries: By providing real-time updates on the return status to customers, Baleaf experienced a remarkable 60% reduction in post-return customer inquiries.

The streamlined return process unfolds in the following stages:

• Consumer Applies for Return: Utilizing the intuitive Self-Service Return Page, customers can easily initiate the return process by selecting the relevant items, stating the reason for the return, and uploading any required proof. This user-friendly interface eliminates the frustrations of traditional return methods.

  

• Merchant Reviews Return & Refund: Baleaf's team can efficiently manage all return requests through the centralized Return Management Dashboard within 17TRACK. Here, they can review the details of each return, approve or reject the request based on predefined rules, and process refunds directly within the platform.

• Consumer Views Return Progress: Customers stay informed throughout the return journey via the Self-Service Return Page and automated Email Notifications. They can track the progress of their return in real-time and receive timely updates on each stage, significantly reducing the need to contact customer support for updates.

By implementing 17TRACK's Returns Management System, Baleaf successfully closed the loop on reverse logistics, creating a more efficient, cost-effective, and customer-centric return experience.

17TRACK’s collaborative approach sets it apart. Instead of generic tools, the team works closely with Baleaf to tailor features like:

• 75% fewer WISMO inquiries.

• 60% reduction in logistics complaints.

• Baleaf‘s TrustPilot rating has also improved.

As Baleaf's operations team notes: "17TRACK isn’t just a tool—it’s a strategic partner that balances cost efficiency with customer loyalty." By unifying tracking, returns, and feedback into one platform, 17TRACK empowers brands to turn post-purchase complexity into empowering brands to optimize post-purchase efficiency and loyalty.