Challenge

Laundry sauce is on a mission to create the world’s most luxurious laundry detergent experience. When customers receive their detergent pods, the brand wants everything from the box presentation to the condition of the pods to be absolutely perfect. However, the delivery process is far from perfect and the brand needed a premium solution to handle package damages without impacting their profitability.

Solution

Laundry Sauce signed up for Onward’s checkout concierge service and within 24 hours was able to offer its customers the option of protecting their packages from loss, theft and most importantly, damage. Onward ensures the brand’s customers receive the premium experience they are looking for. In particular, if there are any issues with the presentation of the packaging or the condition of the detergent pods, Onward offers Laundry Sauce customers the option to receive a new shipment free of charge or receive a full refund. With Onward reordering product at full price, the brand was able to turn delivery issues from a cost center into a profit center.

Just how much profit has Laundry Sauce been able to generate by using Onward? Without using Onward, the brand had been incurring expenses from replacing lost, stolen and damaged orders that represented 1.25% of top line sales. For a high growth, scaling business like Laundry Sauce, those are substantial costs. With Onward in place, the brand is now generating incremental profit to the tune of 1.25% of top line sales. With the profitability challenges DTC brands face in today’s climate, that’s a net profit boost any brand can get behind.

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