GIFT WRAP

For a long time Childrensalon had no prior gift wrap tool other than a tick box in the shopping bag, that added all items into one single gift wrap.

The Problem

Customers were overlooking the option to Gift Wrap their orders.

If a customer wanted to divide their order into more than one Gift Wrap package, they would have to remove items from their shopping bag and make multiple orders, and pay for the additional postage and packaging.

Or they would have to call customer services and have them relay instructions to the warehouse staff to manually sort orders.

The Brief

  • Increase exposure of our gift wrapping service.

  • Give customers the ability to manage their own gift wrap preferences for their orders. Including the ability to choose as many gift boxes as they want

  • Minimize the necessity for customer service assistance.

Before

  • Many of our customers overlooked the existing gift wrap functionality in the shopping bag, and those who abandoned checkout and returned later would not see any other gift wrap option unless they navigated backwards out of the checkout.

  • Customers were not able to purchase more than one gift box at a time in a single order.  Some customers wished to separate items into multiple gift boxes for multiple children but were unable to do so without creating multiple purchases, which lead to additional shipping costs. 

  • Our admin team had to manually sort gift wrap requests through submission on a Trello board which was very time consuming them.

  • These same customers would later contact our customer services team after placing their order to request gift wrap, but sometimes these orders would already be shipped due to the speed of our warehouse staff, particularly if an order was shipped for next day delivery, So the customer lost out. 

  • Some customers had complimentary a gift wrap in their account from our loyalty rewards program or as compensation, but they did not know how to apply the free order at checkout.

  • “Customers do not at all understand how gift wrap works a and come to us after placing the order to add the gift wrap”.

  • “If customer has PayPal account we need to send them a payment request and wait until that is paid which delays the order”.

  • “Customers do not understand what they have to do to activate the complimentary gift wrap”.

  • “Even if the customer did not use the gift wrap they have available, it looks very confusing on the order information in CRM. There the gift wrap shows as “enabled” which confuses us as it looks like it was enabled”.

  • "Orders team will never question if an order of multiple items came through, but only one item is selected for GW. They will think that only one item within the order is meant to be Gift wrapped"

  • “Arabic customers think Gift Wrap means discount codes, like coupons”.

  • The user can create as many gift boxes as they want

  • Every item has a drop down field that allows the user to select which gift box the item gets sorted into. 

WHAT WAS DELIVERED

  • Users can also re-sort which gift box an item is sorted into from the drop down fields without having to delete and create new boxes.

  • Each gift box must be labelled so users can identify each box on delivery with inline prompts advising to use recipient’s names.

  • When deleting a gift box the user is prompted with a confirmation dialog. This is so a user does not delete a carefully sorted box by accident.

    This would be particularly frustrating to out top tier users with a large average items per order (sometimes 30+ items).

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