Farfetch sees 79% of customers return to website via tracking
How the global luxury fashion marketplace consolidated fragmented tracking across 190+ countries into a seamless branded experience.
79%
Return to website
via tracking
30-40%
Fewer delivery-related
contacts
Company
Farfetch
Industry
Fashion & Luxury
Scale
190+ countries, 1,400 brands
Fragmented tracking across a global luxury marketplace
Farfetch faced difficulties maintaining a consistent post-purchase experience due to their global marketplace model connecting customers across 190+ countries with nearly 1,400 brands. The complexity stemmed from managing multiple carriers and navigating international customs.
When customers ordered multiple items shipped from different locations, fragmented tracking updates from various carriers created a disjointed experience that contradicted their seamless pre-purchase journey. The team needed greater control over customer communications and consolidated tracking information.
Consolidated tracking and targeted campaigns
parcelLab empowered Farfetch to take full control of the post-purchase experience across their global marketplace through three key implementations.
Seamless tracking
Consolidated real-time updates covering customs, split shipments, and delays into a single platform where customers can monitor orders and adjust delivery options.
Enhanced support
Customer care teams gained access to comprehensive, up-to-date information from parcelLab's advanced data core, enabling faster and more informed responses.
Targeted campaigns
Campaign Manager enabled segment-specific messaging -- for example, notifying Australian customers about rescheduling options to address delivery failures.
World-class engagement at global scale
79%
Customers return to website via tracking
30-40%
Reduction in delivery-related contacts
190+
Countries with localized experiences
“By launching Campaign Manager, we enhanced delivery experience by sending alerts for customs info. We reduced delivery contacts by 30-40% in our first rollout.”
José Pedro Sá
Senior Business Analyst, Farfetch
“Farfetch delivers world-class luxury experiences; our partnership ensures that excellence extends beyond checkout through streamlined logistics and proactive communication.”
Nick Clark
Strategic Customer Success Manager, parcelLab
Ready to unify your global post-purchase experience?
See how parcelLab helps luxury and marketplace brands deliver consistent, branded experiences across every country and carrier.