Narvar Reviews & Product Details

Narvar is the #1 platform for intelligent personalization “beyond buy,” trusted by 1,500+ of the world’s most admired brands — including Sephora, Levi’s, Sonos, Warby Parker, and LVMH. Powered by IRIS™, Narvar leverages billions of data points to create seamless experiences that build trust, safeguard operations, and unlock sustainable growth. Recognized multiple times by Fast Company as one of the most innovative companies, Narvar is redefining the post-purchase journey — from shipping insurance and delivery tracking to notifications, returns, exchanges, and fraud prevention — simplifying the everyday lives of consumers while driving business success for retailers.

Product Website

Seller

Narvar Inc.

Discussions

Narvar Community

Languages Supported

German, English, French, Italian, Japanese

Product Description

Narvar is the #1 platform for intelligent personalization “Beyond Buy,” empowering retailers to build trust and deepen consumer relationships through seamless, data-driven post-purchase experiences.

Overview by

Claire Johnson

Value at a Glance

Averages based on real user reviews.

Time to Implement

3 months

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Narvar Integrations

(27)

Verified by Narvar

Narvar Media

Seamless shipping insurance that protects consumer purchases while protecting retail margins and unlocking new revenue. It covers the most common delivery issues, including loss, theft, and damage.

AI-powered delivery promise dates that reduces consumer uncertainty by boosting purchase confidence and your bottom line. 

Deliver engaging, on-brand post-purchase order tracking experiences that drive revenue, reduce WISMO calls, and builds loyalty.

Reduce WISMO calls and drive repeat customers by building trust through proactive communications every step of the way throughout the post-purchase journey.

Advanced delivery claim abuse and fraud protection solution with transformational AI technology to combat delivery claim fraud and personalize the customer experience based on the consumer’s fraud risk.

Retain more revenue, provide intelligence-driven personalization, and drive cost-savings at every step of the journey with the best returns management software for your business.

Official Downloads

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William B.

Global Head of Growth

Enterprise (> 1000 emp.)

7/2/2024

"Narvar has made Post Purchase Tracking Easier"

4/5

What do you like best about Narvar?

The customer service and account managers have been unbelievably helpful. They have helped us create custom solutions while also helping us become more self sufficient. Review collected by and hosted on G2.com.

What do you dislike about Narvar?

There are some customization issues as we build our post-purchase and cross-selling flows. Review collected by and hosted on G2.com.

Justin H.

Head of Marketing

Small-Business (50 or fewer emp.)

9/27/2023

"Excellent Customer Experience and Easy-to-Use Platform"

4.5/5

What do you like best about Narvar?

Their dashboard and ability to update our track pages and emails to include information about new product launches, promotional periods, and creative changeoves is quick and easy. This helps to make my life much less complicated when it comes to scheduling these activities for myself and our team. Being able to make these types of adjustments has also turned a transactional tool into a revenue generator for Sockwell! Review collected by and hosted on G2.com.

What do you dislike about Narvar?

The initial setup was a little bit tricky, however this had less to do with Narvar and more to do with Shopify. In order to update some of our auto-generated templates we needed to replace Shopify HTML code with Narvar's own code. I am definitely not a coder, but I was able to figure it out and fumble through the process with the help of Narvar's support team. Review collected by and hosted on G2.com.

What problems is Narvar solving and how is that benefiting you?

It has helped automate our customer's experience so that they are able to track their product shipments in real time. The ability to update the platform with timely information that our customers see when they track their products has turned this into a small revenue stream for the organization! Review collected by and hosted on G2.com.

Steven B.

Small-Business (50 or fewer emp.)

3/31/2023

"Good Relationship with Narvar"

3/5

What do you like best about Narvar?

The Customer Success Managers were very helpful but are not as easily accessible. Review collected by and hosted on G2.com.

What do you dislike about Narvar?

There isn't anything that I particularly don't like about Narvar. Review collected by and hosted on G2.com.

Celina O.

CX Operations Manager

Mid-Market (51-1000 emp.)

7/28/2023

"We love Narvar!"

4.5/5

What do you like best about Narvar?

Narvar Returns & Exchanges on Shopify is a dream. You can customize your returns experience with return rules, restrictions, exceptions, refund rules, and more and manage returns all within the app on Shopify. You can also set user restrictions which has been very useful for us to allow our CS team to view and process returns without allowing access to the rules and other settings. Their support team is absolutely awesome and typically very responsive, and when I have a question or if something isn't working (typically with their tracking, not returns), they always take the time to explain why or how something stopped working which I really appreciate so we can prevent it happening again. Review collected by and hosted on G2.com.

What do you dislike about Narvar?

Editing copy for return emails is a hassle (but still possible within the app, so still pretty easy) and we have had issues with exchanges, but that's mostly due to our WMS.

We run into a lot of issues with their tracking pages but when we do, their support team is usually quick to fix the issue (or explain how we can fix it on our end).

Notify (email notifications) has some limitations that have caused us to stop using it, but only because we have some weird use cases and I'm sure most others using Narvar don't run into these issues. Review collected by and hosted on G2.com.

What problems is Narvar solving and how is that benefiting you?

All of our returns management is done using Narvar. We're able to set up rules and restrictions to match our return policy very easily in the Shopify app. For example, if we have a customer who is constantly abusing our return poilicies, we have a restriction rule set up so we can add a tag to that customer in Shopify to block them from starting returns. We only offer gift cards for returns, but if we need to make an exception for any reason, we have an exception rule set up so we can add a tag to the order, and then the customer can start a return that will go through refund rule that will process their return for a refund to payment. We have "final sale" rules as well to block certain items from being returned. We're also able to offer exchanges for the first time. We ran into some issues with that due to our WMS, but Narvar was extremely determined to find a solution that worked for us. Review collected by and hosted on G2.com.

Jana G.

Director Of Information Technology

Small-Business (50 or fewer emp.)

12/27/2023

"Narvar has been key to Order Communication"

5/5

What do you like best about Narvar?

We have been able to reduce 86% of our Order and Tracking questions by implementing Narvar. We now have a steady platform that is easy to use and gives our customers exactly what they need. Review collected by and hosted on G2.com.

What do you dislike about Narvar?

I have not really had any downsides when using this product. Review collected by and hosted on G2.com.

Felix U.

Small-Business (50 or fewer emp.)

9/22/2023

"Overpromising, underdelivering"

0/5

What do you like best about Narvar?

In theory it's a good product for Shopify merchants. Review collected by and hosted on G2.com.

What do you dislike about Narvar?

Narvar doesn't know much about Shopify. Especially potential Non-US clients should avoid using Narvar.

We've provided detailed requirements in the sales process, but integration failed because the sales team did not understand the product they were selling.

They promised multiple times to make the product work, but could not get it done.

And Narvar does not seem to be in a healthy state, at least in Europe all of our contacts left the company or have been fired. Review collected by and hosted on G2.com.

Gerardo B.

Small-Business (50 or fewer emp.)

5/3/2023

"A game-changer for our returns management and customer satisfaction"

5/5

What do you like best about Narvar?

Narvar has been amazing in helping businesses improve their customer experience! The customer success team is super friendly and provides personalized support, making it easy for businesses to address any issues they might have. Plus, the platform itself is easy to use and has been proven to be effective in streamlining returns management. Using Narvar has many upsides, including improving the overall customer experience, making returns management more efficient, and providing access to valuable resources like advice, webinars, and other educational materials to help businesses improve their processes. Review collected by and hosted on G2.com.

What do you dislike about Narvar?

While the platform has many useful features and a user-friendly interface, we have found that there are some limitations in terms of customization options. However, the Narvar team has been incredibly helpful and responsive in addressing our concerns and providing support to adapt the platform to our specific needs Review collected by and hosted on G2.com.

What problems is Narvar solving and how is that benefiting you?

We've been using Narvar to manage our returns process, and we've seen significant improvements in our customer satisfaction rates. With Narvar, we've been able to streamline the returns process, reducing the hassle and time it takes for our customers to initiate a return. This has freed up our customer service team to focus on providing exceptional customer care instead of spending time on manual returns processing. Review collected by and hosted on G2.com.

Kaitlyn S.

Enterprise (> 1000 emp.)

5/2/2023

"Narvar Exceptional CS and Product Offers"

4.5/5

What do you like best about Narvar?

As a retailer of Narvar, our account manager is always there to support us. Their IT support team is fast to action tickets to help us compete in their market. Narvar's product offerings are exceptional, and they continue to take recommendations from our biweekly calls to improve their services. They are willing to work through any issues we have and advise on improving our customer experience. Narvar cares about its customers and wants them to succeed. Review collected by and hosted on G2.com.

What do you dislike about Narvar?

We have experienced some limitations with Narvar, i.e. information flow from carrier services. Narvar relies heavily on its information to be accurate to push notifications to our customers. Review collected by and hosted on G2.com.

Verified User in Apparel & Fashion

Small-Business (50 or fewer emp.)

7/28/2023

"Amazing But Lacking"

2.5/5

What do you like best about Narvar?

Strong UI, and they have some great ideas for solutions. Customer service and support are well-intentioned and seem to be very capable in many ways. Top level leads and executives are exceptional. Review collected by and hosted on G2.com.

What do you dislike about Narvar?

Even though the solutions are well conceptualized, they are in many ways poorly executed, so much so to the point of (sometimes) my regretting adopting them at all.

Their software is advanced and impressive, but appallingly inflexible. This means their engineers and developers -- while well-intentioned and capable in their skill sets -- are disgracefully ill-equipped, and frankly useless, to handle many client requirements regarding the underlying software. Even a simple task like exposing a data field to a reporting UI can be an impossible order. But the tech problems go so much deeper and there is not enough space here to describe them in detail.

For shipment tracking, Narvar is fine; I would feel comfortable recommending this solution to others.

But the returns solution is a mess. The API documentation was less than reliable, and the onboarding team was so ill-equipped that onboarding took roughly a year to complete... and even after onboarding we have still been unable to make full use of the solution because of ongoing technical issues. This is keeping in mind that the client developer is following all documentation correctly and meeting all programming requirements on client's end. So for the returns solution, I would at this time strongly advise going with (or at least considering) a different platform.

Now, with all that said, I still feel that Narvar has a ton of potential. In my admittedly limited and biased view, it seems that their biggest areas of improvement are:

1) improve the quality of the engineering staff at the lower-middle levels, such as onboarding teams and tier 1 support.

2) make possible greater flexibility and customizability of the underlying software.

I do feel that Narvar is sitting on a gold mine, but that some of the shafts are blocked. Review collected by and hosted on G2.com.

What problems is Narvar solving and how is that benefiting you?

We have used Shipping for many years, and it is for the most part very useful. Although there are occasional technical issues, it is consistently effective at solving the problem of providing shipment visibility and monitoring to our customers. This is a great solution that I would recommend.

We have recently adopted Returns Management, having signed on in December of 2021. However, it took us about 4-5 months to onboard just enough to use the Refunds functionality, and another 6-7 months to get Exchanges working. So, about a year to complete onboarding. This was due to myriad problems involving the underlying software, API documentation and technical support. Of course I had tech challenges as well on my end. The onboarding team was very well-mannered and well-intentioned, quite lovely as people, but possibly the most inept team I have ever worked with (and I've worked with many vendor teams). Poor communication and even worse abilities. They are not fully to blame, though, as I mentioned. And also as I mentioned, the team leads were great and were often called upon. After having completed onboarding roughly at the beginning of this year, we have had more ongoing technical problems with the software, so much so that we can't even reliably use the Exchanges aspect of it. We are paying for Refunds and Exchanges, but we have only been able to use half of that: Refunds. To emphasize: Exchanges was the biggest selling point for us, the gamechanger, and we can't even use it because the software is so problematic.

So, to summarize: the Returns Management solution has solved the problem of providing an inuitive interface for customers to request and initiate their refunds. But, in some ways the solution has caused more problems for us than it has solved, and in retrospect it might have been better for us to build a custom solution internally. For this reason I sometimes regret adopting this solution and at the time of this writing would recommend against it, or at least highly recommend considering alternatives. Review collected by and hosted on G2.com.

Giselle L.

Mid-Market (51-1000 emp.)

4/24/2023

"Widely Used For A Great Reason"

4/5

What do you like best about Narvar?

The order tracking capabilities support our post-purchase experience and help us extend our conversion opportunities with the marketing and content capabilities on the track page. Additionally, the account team has always been a great support, serving as an extension to the team with performance monitoring, opportunity ideation and execution. Review collected by and hosted on G2.com.

What do you dislike about Narvar?

Sharing an account with our other regions has been challenging as we're restricted to the changes we can make unless all regions are aligned. For example, it would have been great if we didn't need to all agree on Dyanmic Track in order to launch. Also, analytics could be improved with how feedback is categorized. Review collected by and hosted on G2.com.