Interwove is a premium men’s clothing brand offering thoughtfully designed essentials that combine comfort, functionality, and elegance. Built with sustainability and detail in mind, Interwove delivers high-quality products through a smooth and trustworthy D2C experience.

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From the start, Interwove chose to outsource its fulfilment operations to avoid logistical overhead and focus fully on product, brand, and customer experience. Their operational partner of choice? Eshopbox. Together, they’ve built a fulfillment and post-purchase experience that supports growth, builds trust, and reduces operational complexity—while maintaining full transparency with customers.

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Key challenges

Challenge #1: Lack of real-time order visibility

In the early stages, Interwove identified a critical gap in the customer experience due to the lack of real-time order visibility. Without timely updates, customers faced uncertainty and support volumes rose. Interwove recognised that improving post-purchase transparency was essential to building trust and scaling efficiently.

Challenge #2: Struggling to deliver fast with minimal infrastructure

Interwove aimed to fulfil orders quickly and accurately without building their own in-house logistics or fulfilment teams. They needed a system that could deliver speed, accuracy, and trust without capital investment in warehouses or staff.

Challenge #3: Support limitations affecting customer experience

Customers today expect timely updates, easy tracking, and quick resolutions. Interwove needed a way to proactively reduce “Where is my order?” (WISMO) queries and streamline post-purchase experiences, without a large support team.

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Our solution

1. Branded post-purchase experience with a self-serve customer portal

Eshopbox enabled Interwove to deliver a best-in-class, Amazon-like post-purchase journey. Through a fully branded, mobile-optimized customer portal, Interwove customers can now:

• Track their orders in real time with a personalized tracking page
• Receive proactive status alerts (packed, shipped, out for delivery, delivered)
• Initiate returns or exchanges without support team involvement
• View estimated delivery dates, reducing anxiety and uncertainty
• Resolve unexpected issues (e.g., modify address, cancel order, request redelivery)

Impact: The result is fewer WISMO queries, higher satisfaction, and a post-purchase journey that reflects the brand’s premium positioning. By giving customers autonomy, Interwove boosted retention and minimized support team dependency.

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2. Fast fulfilment with SLA-based dispatch and streamlined warehouse ops

From a single Eshopbox warehouse in Mumbai, Interwove now fulfills 2000+ orders monthly—without building any in-house logistics. Eshopbox’s warehousing solution includes:

• Barcode-driven order processing for 100% accuracy
• SLA-backed dispatch and shipping timelines
• Inventory synced in real-time across all channels (D2C + marketplaces)
• Intelligent routing for optimal shipping partners

Impact: Interwove delivers consistent, fast shipping even during peak demand, strengthening customer trust. With zero investment in fulfilment infra, they achieved speed, scale, and accuracy.

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3. Scalable support through automation and portal-driven resolutions

Eshopbox helped Interwove reduce operational dependency on a large support team by automating post-purchase workflows:

• Automated order notifications reduce incoming queries
• Returns and exchanges are self-initiated via the portal
• Portal-based resolutions (e.g., refund method selection, exchange instead of return)
• Ability to define custom return rules (return window, eligible SKUs, etc.)

Impact: Interwove scaled operations without increasing headcount. Customers received faster resolutions, while the brand maintained a lean backend team focused on strategic growth—not operational firefighting.

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Outcome

Since partnering with Eshopbox from Day one, Interwove has achieved:

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• A fully automated fulfilment and post-purchase system that mirrors the experience of top global retailers
• A significant reduction in support tickets and WISMO calls through self-serve customer journeys
• Fast, SLA-compliant deliveries from a single warehouse setup
• High customer satisfaction, leading to increased loyalty and trust

With Eshopbox, Interwove has built a backend that’s as elegant and efficient as the products it sells—allowing the brand to grow with confidence, simplicity, and focus.

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