Auctane, the delivery experience company that operates trusted brands such as ShipStation, Stamps.com, ShipEngine, Metapack, Packlink, ShippingEasy, ShipWorks, and Endicia, has acquired the assets of Return Rabbit. This returns management platform helps customers retain revenue through exchanges.
The acquisition will complement Auctane’s strong portfolio of multi-carrier shipping solutions by equipping eCommerce merchants with an intuitive, adaptable returns management offering.
Return Rabbit, launched in 2021 and backed by Supply Chain Ventures and Multiverse Investments, has become a leading revenue-focused returns and exchanges management solution for Shopify sellers.
Offering full-catalogue exchanges, custom return reasons, and deep reporting functionality, Return Rabbit provides capabilities that exceed traditional returns management offerings and aims to turn the returns process into a positive consumer experience.
“In today’s eCommerce landscape, virtually every merchant has to grapple with how to handle customer returns, and the stakes are high,” says Albert Ko, chief executive officer at Auctane. “The analytics and exchange-focused approach that Return Rabbit brings to the conversation empowers merchants to make smart decisions about this critical part of the delivery experience.”
Return Rabbit's enterprise-grade analytics allow small and mid-sized merchants to understand better why their customers make returns and offer smart suggestions for exchanges that help preserve sales.
“We see returns as a chance to get to know our customers. If the product they purchased isn’t right for them, we want to know why, and we want to give them suggestions for something that might work better. With Return Rabbit, those efforts yielded millions in retained revenue last year and a 112% increase in upsells for our business,” says Lena Song, vice president of operations at Honeylove, a Return Rabbit customer.
"When we started Return Rabbit, the aim was not just to streamline the returns process for retailers but also to convert the entire process into a positive experience for shoppers, with a relentless focus on increasing revenue retention through increased exchanges and store credits. By joining Auctane, we will gain access to a broader set of global resources and capabilities to apply our expertise and solutions to a global client base,” says Gagandeep Singh Suri, founder and chief executive officer of Return Rabbit. “Auctane welcomes Return Rabbit employees to the team and appreciates the deep industry knowledge they bring with them.”
“Return Rabbit is different from its competitors in many ways. We propel exchanges by displaying your full catalogue and offering incentives when a customer begins the return process. From the moment your customer starts a return to fulfilling their exchange order, we handle it all seamlessly for you. You can also customize return reasons by each product or category and use return data to improve product offerings. We ease your customers into the post-purchase process by providing a branded experience right out of your website,” adds Suri.
The news comes on Auctane announcing Albert Ko as its new chief executive officer, signalling a deep investment in the eCommerce industry and focusing on enriching the Auctane portfolio around holistic delivery experiences.