The before
Lumenkart sells premium pendant lamps, sconces, and chandeliers — mostly through their Shopify store, with secondary presence on Amazon and Flipkart. Average order value is ₹4,200, which means RTO hurts: every returned package is a real margin hit, not just a courier-cost line item.
Pre-GrowYu, customer service ran in Shopify Inbox and a Google Sheet. Abandoned carts triggered an email; if the customer didn't respond, that was the end of it. COD orders shipped without verification; about 28% of them came back unaccepted. The founder was firefighting RTO every morning before opening the Shopify dashboard.
We were leaving real money on the kitchen counter. Every RTO was a ₹300 courier cost plus a ₹4,000 lamp that may or may not sell again. — Tara Bose, co-founder & head of CX
Why GrowYu
Tara had read about tele-confirmation cutting RTO for higher-AOV brands and wanted to try it. The choice was Runo, TeleCRM, or GrowYu. Runo was ₹5,990/mo for 10 reps. TeleCRM was ₹3,990 for 10. GrowYu was ₹999 for all 11 reps the team eventually grew to. The decision didn't take a meeting.
The switch
Setup was three days. Shopify webhook wired to GrowYu. High-value abandoned carts (above ₹3,500) dropped into a call list automatically. Every COD order created a confirmation task with a 1-hour SLA. Reps tap-to-called from the lead profile, AI summaries logged automatically.
The shift wasn't just RTO. Returns conversations stopped being adversarial — reps had the order history, the last call, the customer's sentiment in front of them, and could resolve on the spot. Then the win-back nurture started: 60-day cross-sell, anniversary-of-first-order WhatsApp, AI-suggested category-of-most-interest. Repeat purchase rate climbed almost without trying.
I haven't opened my Shopify abandoned-cart email tool in eight months. The phone call is just better. — Tara Bose, co-founder
The result, in their own numbers
90 days in, RTO had dropped from 28% to 17%. Six months in, repeat-purchase rate was up 19%. The team grew from 6 customer-service reps to 11 to handle the volume — the GrowYu bill remained ₹999/mo.