Kustomer Integrates Narvar to Streamline Post-Purchase Support

Kustomer customers can now resolve “Where is my order?” and “Where is my refund?” requests faster with real-time order, shipping, and returns data inside a single view.

Kustomer, the intelligent customer service platform, has announced a new marketplace app with Narvar, the platform for intelligent personalisation “Beyond Buy.” 

The integration brings Narvar’s shipment and returns intelligence directly into the Kustomer agent workspace, giving support teams everything they need to resolve post-purchase questions.

With the new Narvar Connect & Care app within Kustomer, agents can quickly identify customer orders by email or phone number, view recent purchases, and access real-time shipping and return statuses right alongside the customer’s conversation. 

This helps retailers and brands dramatically reduce “Where is my order?” (WISMO) and “Where is my return?” (WISMR) inquiries, while improving both handle time and customer satisfaction.

“Support teams are under pressure to do more with less, especially when it comes to high-volume post-purchase inquiries,” said Douglas Hanna, President and Chief Operating Officer at Kustomer. 

“Our Narvar app gives agents instant access to the order and returns data they need within Kustomer, which streamlines workflows, reduces repetitive work, and creates a more seamless experience for both agents and customers.”

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Bringing the Post-Purchase Journey into Kustomer

With the new app, customer service agents can instantly surface recent orders associated with customers, eliminating the need to dig through multiple systems and enabling them to quickly identify the right order and resolve issues when customers reach out. 

Kustomer becomes a single place for teams to understand and manage everything that happens after a customer clicks “purchase.”

“Our partnership with Kustomer brings the full power of Narvar’s post-purchase intelligence into one place, enabling teams to move faster, work smarter, and deliver the kind of transparency today’s shoppers expect from leading retailers,” said David Morin, Vice President, Customer Strategy at Narvar. 

“By combining Narvar’s real-time shipment and returns data with Kustomer’s unified workspace, support teams can deliver clearer answers, faster resolutions, and a more seamless customer experience end to end.”

Instant order identification

Agents can search by customer email or phone number to instantly surface recent orders associated with that customer. This reduces the time spent digging through separate systems and helps agents quickly zero in on the right order when customers reach out.

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Streamlined operations in a single view

All key post-purchase details are centralised in Kustomer, providing agents immediate visibility into: outbound shipment details, return shipment information, proof of delivery, and quick-copy actions for tracking links and shipment details

This single, unified view helps reduce handle time, eliminate tab-switching, and ensure consistent, accurate responses.

Notification history & resend controls

Agents can review the history of Narvar-powered notifications sent to the customer, such as order shipped, out for delivery, delivered, or return received and are able to resend messages if needed. This gives support teams an easy way to keep customers informed and rebuild trust if expectations weren’t met.

Claims mitigation & returns handling

Within Kustomer, agents can verify delivery status to deflect “item not received” claims, initiate returns or exchanges, and guide customers through the next steps. With better context at their fingertips, teams can turn potential friction points into moments that drive loyalty and repeat purchases.

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Return exceptions & policy control

The app surfaces return exception details and override codes, enabling agents to enforce or flex return policies when appropriate. This reduces manual handling, helps maintain policy consistency, and gives agents more confidence in making customer-centric decisions.

By removing the need to jump between systems or hunt for tracking details, the integration helps reduce handling times, cut down on repetitive “Where is my order?” questions, and ensure customers receive clear, consistent updates. What used to be a point of friction can now become a moment to reinforce trust and drive repeat purchases.

Kustomer clients can enable the Narvar app directly from the Kustomer App Library and start enriching customer conversations with post-purchase insights in just a few simple steps.

Once enabled, Narvar data automatically begins populating within the Kustomer timeline, giving agents immediate visibility into order, shipping, and return details during live customer conversations.

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