Shein Uses TrackingMore for Boosted Post-Purchase Experience

## Not the typical fast fashion you know of From its humble beginnings as a dropshipping-like womenswear business, Shein has rapidly emerged as the world's largest fashion retailer within less than 20 years. In 2022 alone, it has achieved a revenue of around $30 billion, up 90% from 2021. Backed by its surprisingly ultra-affordable prices, a large professional in-house design team, overwhelming launches of new items and a massive influencer network of around 30 million Instagram followers, Shein has confidently set its revenue target of 2025 at $58.5 billion, another step closer to its aspiration: making the beauty of fashion accessible to all. [](https://blog.trackingmore.com/wp-content/uploads/2023/04/shein-collection-order-tracking-case-study-3.jpg "shein collection for order tracking case study") However, even a conglomerate as powerful as Shein has had its low moments: ## Excessive WISMO Calls Challenging Shein's Growth Back in 2017, before Shein made a presence in women's clothing globally, its business growth was severely weighed down by order tracking issues like most international brands. Amidst a fast-paced online shopping backdrop where even next-day delivery could be frustrating, Shein's shoppers were dealing with an annoying two-week waiting period, given all Shein’s goods were sourced and shipped from China. As a result, "where is my order" inquiries poured in from buyers worldwide, snowballing into a catastrophe for Shein to manage. As Zongjie Chen, Shein's data analyst, revealed to the TrackingMore team, over 60% of customer emails received were WISMO-related. The Shein team had to arrange a dozen more customer service representatives to accommodate the influx of inquiries. The urgency for implementing smart shipment tracking was evident. ## Looking for the best fit in real-time order tracking In an urge to retain customers while reducing operational costs, Shein set its mind on TrackingMore’s tracking API. > “We were Googling parcel tracking API, and TrackingMore's solutions came among the top. After rounds and rounds of discussions with multiple top solution suppliers, we finally selected TrackingMore as our partner.” said Hao Xu, CTO of Shein. In short, TrackingMore was favored by Shein as it met these requirements: **Multiple mainstream carriers supported: ** TrackingMore is integrated with 1000+ carriers, and can add more to the list if requested. **Great API uptime:** TrackingMore’s API has been tested and proven by Shein’s IT team to be fully operational 99.90% of the time, able to handle Shein’s 3 million parcel status check-ups monthly. **Flexible pricing:** TrackingMore offers customized plans that adapt to various businesses’ growing needs. **Detailed technical documentation: ** TrackingMore provides hands-on guidance to help clients effectively use and integrate the API. **High level of data security：** Compliant with ISO27001 and other major security certifications, TrackingMore’s tracking API delivers maximum peace of mind by keeping all data transmitted private with military-level encryption measures, and automatically detecting and fixing loopholes. All API requests and webhook events are timestamped. > “TrackingMore's tracking API has everything we need to relieve our customer team of the pressure caused by tons of WISMO requests, while fulfilling our customers' needs for higher shipment visibility.” said Min Chen, Senior Supply Chain Analyst of Shein. It didn’t take long before Shein's technical team started integrating TrackingMore’s tracking API into their system. Since 2017, the cooperation of Shein and TrackingMore has been going strong. ## A Huge Turnaround with the Best Tracking Solution ## With TrackingMore’s accurate order tracking and real-time email notifications in place, Shein has since started to see encouraging improvements in its business operations, including： [](https://blog.trackingmore.com/wp-content/uploads/2023/04/shein-order-tracking-page.jpg "shein order tracking page") ### Bolstered customer experience By making package delivery status highly visible to all, TrackingMore helps Shein improve their customers’ experience. This could ease their anxiety caused by sluggish delivery, hence protecting the brand’s reputation. ### Improved bandwidth of the customer service team Shein’s customer service representatives no longer need to manually respond to WISMO tickets by inquiring different carriers of the whereabouts of customers’ parcels, since TrackingMore has automated order tracking for both Shein’s employees and clients. Hence, Shein’s customer team can handle more tasks during the same working hours. ### Higher accuracy in carrier management With access to over 1000 carriers, TrackingMore has easily gathered all carrier data of Shein in one place, providing valuable insights as to different carriers’ delivery time, exception, etc for Shein’s better decision-making in the choice of carriers for different regions. ### Reduced operational costs TrackingMore has helped Shein save immensely by reducing the need for additional staff in addressing WISMO queries and communicating with carriers. Additionally, by facilitating a good post-purchase experience, Shein has stood in a better position to drive repeat sales, slashing expenditures for customer retention and new user acquisition. > "Our workflow efficiency has significantly increased since the customer service team can focus more on improving the service quality, rather than addressing WISMO calls constantly. We also receive fewer angry customers, which is a very positive signal for us to conduct effective marketing campagins among old customers. "said Hao Xu, CTO of Shein. ## How has Shein grown financially from 2017 to 2022 after implementing TrackingMore? After eliminating concerns around the WISMO issue, Shein has further strengthened its low-price and superb collection strategy, ushering in a marvellous time of growth in revenue and user base: 19.35 and 26.7 times respectively within 5 years. [](https://blog.trackingmore.com/wp-content/uploads/2023/04/image-3.png "Shein's growth from 2017 to 2022") Sources: [Forbes](https://www.forbes.com/sites/markfaithfull/2021/02/10/shein-is-chinas-mysterious-15-billion-fast-fashion-retailer-ready-for-stores/?sh=7318527d6df5 "Forbes") By 2022, Shein has dwarfed H&M and Zara as the world’s largest popular fashion eCommerce. [](https://blog.trackingmore.com/wp-content/uploads/2023/04/Global-fashion-map-scaled.webp "shein global market share map") Sources: [Drapers](https://www.drapersonline.com/news/shein-overtakes-zara-as-most-popular-fashion-retailer-in-the-world "Forbes") ## Facing the same challenge as Shein? Feel free to request a demo from our sales and explore how TrackingMore can keep your customers in the know of their parcel status with the least resource!