FAQ Table of Contents
Home Pickup Overview
How does Home Pickup work?
Home Pickup is an add-on feature that allows a consumer to optionally schedule a next-day courier pickup at the end of their return experience for a small fee. The consumer will print and pack their items and hand them to the courier. The courier will drop off the items with the carrier who ships them to your fulfillment center.
Are we eligible for Home Pickup?
Home Pickup will be provided to US Narvar customers who offer the “By Mail” return method and use one of the following carriers: UPS, FedEx, USPS, and Newgistics.
When and where is Home Pickup launching?
The program will be rolled out beginning Nov 15th, 2021 for all retailers eligible for Home Pickup in New York City and the San Francisco Bay Area. Availability in other cities will follow with Brooklyn, Philadelphia, Chicago, Houston, LA, San Diego, and Seattle launching in early December – more details to follow.
We are not quite ready to launch this service, can we opt out for now?
Yes, you can opt-out, please contact your Customer Success Manager.
How does Home Pickup benefit my business?
Narvar has piloted Pickup programs across the globe for more than a year and has seen the program improve user satisfaction and reduce return time. Internationally, a program with one major retailer saw over 40% adoption and reduced returned-to-delivered time by 30%. A pilot in San Francisco starting May 2021 maintained a perfect 100 NPS score for the first 5 months.
Which of our consumers can schedule pickups?
Consumers must be located in zip codes where our couriers are operating and they must also use the “By Mail” return method to schedule a pickup. “By Mail” is required because our couriers are not able to print shipping labels at this time.
Additional Details
How much is the pickup?
Narvar’s Home Pickup is a no-cost service to the retailer.
Each individual package pickup is a single $7 convenience fee (in addition to any existing return fees the consumer is already paying the retailer). This fee is non-refundable except for cases where the courier failed to pick up the package. Consumers cannot consolidate returns from multiple retailers into a single pickup.
When will the pickups take place?
Pickups will take place the day after they have been booked. The courier will pick up the packaged return items at any time between 9AM and 4PM. The consumer is not required to hand their package to the courier in person.
What does communication to consumers look like?
Once the consumer has scheduled their pickup, they will receive a confirmation email summarizing the time and place of the pickup.
What are the size and weight limitations for the pickup?
The consumer's return package should be less than 10lbs and smaller than 18 inches. Smaller items such as apparel, shoes, and accessories will typically qualify, but larger items like appliances and furniture will not be accepted. The courier may decline to accept packages that do not qualify.
Can a consumer cancel the pickup?
No, a pickup cannot be canceled or rescheduled. If the consumer cannot make the pickup time, they should drop off their labeled package at a nearby carrier location.
Where can a merchant track adoption?
Home pickup is included in the Hub Analytics dashboard as well as the Orders tabular view in the "Return Method" field.
Who are Narvar’s courier partners?
Narvar works with many operators across the country. We have partnered with TForce Freight for the launch of this program.
Can I cover or share the cost for my consumers?
Not at the moment, but this is something we are actively exploring. If you are interested in covering or sharing the cost of Home Pickup, please contact your Customer Success Manager.
Am I able to customize the user experience?
At this time, the Home Pickup user experience cannot be customized.
Carrier
What happens if I’m using Pitney Bowes or Newgistics?
The user will still be able to print that carrier’s label. The courier will drop the items off at a USPS location.
Does the courier bring the package to our DC or to the carrier? Can it be enabled for specific DCs and carriers?
Today, couriers will always bring the package to the nearest carrier location. Please reach out to the Product team with use cases for other drop-off destinations.
How long between the courier pickup and delivery at the carrier location?
We restrict the pickup window hours from 9a-4p to ensure the courier has enough time to deliver the package before the carrier closes. Therefore all packages are dropped off that day.
Pricing & Cost
How much is Pickup for merchants?
Home Pickup is completely free to merchants. Pickup service fees are paid entirely by consumers.
What’s the cost to consumers? Can it be changed?
Narvar discounts the pickup today to $8.95. Retailers will soon be able to cover the cost either partially or completely. They will be invoiced the net remainder each month by Narvar.
How does it work with merchant shipping fees?
Pickup convenience fees are completely separate from shipping label fees and are displayed as such in the consumer experience. Consumers will pay both shipping and pickup convenience fees.
How do restocking fees appear to Home Pickup customers?
Home Pickup does not impact restocking fees. They will still appear as and in the same place they have.
Support & Claims
What kinds of issues happen and who is liable?
We expect issues to be few and far between. Over a six-month pilot, run in San Francisco this summer, we did not experience a single loss or damage issue. Nonetheless, we've implemented the following policies as precautions:
- Missed Pickup: If there was a problem with the courier and the return cannot be picked up, we will refund the pickup convenience fee to the consumer. If they would like to reschedule the pickup, they can email us at Narvar_Returns@narvar.com with the retailer name, order number, and originally scheduled pickup date.
- Loss or Damage: If loss or damage occurs between the pickup and drop-off with the carrier, the consumer should contact the retailer’s customer care team. They can file a claim with Narvar, who will investigate with the courier. Narvar will cover up to $200 of the return cart value.
What does the consumer do if there is an issue?
If there is an issue during the Home Pickup process, consumers can email Narvar_Returns@narvar.com and we will respond within 48 hours.
What happens if I want to remove this feature during Holiday?
If you need to temporarily opt out of Home Pickup, please contact your Customer Success Manager.
For further questions, please visit our Home Pickup Support & Claims page.
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