Post-sale is part of the brand: Marina Militare Sportswear automates returns and tracking with Qapla'

Operational challenges in the post-sale process

Before adopting Qapla', Marina Militare Sportswear managed its post-sale flow with mostly manual processes: shared spreadsheets for internal coordination, waybills generated directly on carrier websites, returns handled via paper forms. A setup suited to the volumes of the time, but one that left time, control, and customer experience on the table as the business grew.

The points of greatest operational pressure

The difficulties were concentrated on three distinct fronts, each eroding resources and service quality:

• Manual generation of waybills Filling out shipping documents on carrier websites absorbed 30% to 40% of several operators' time: a silent operational cost, poorly suited to the brand's growth ambitions.
• Uncontrollable, unbranded tracking Customers couldn't follow their order from within the Marina Militare Sportswear ecosystem. The only tool available was the carrier's website, offering an anonymous experience that didn't reflect the brand's premium positioning.
• Structural limit to multi-carrier on Magento The eCommerce platform didn't allow managing multiple carriers at the same time. With the internationalization of shipments — now handled by both DHL and BRT for foreign markets — this constraint became a real operational bottleneck.

On the customer care side, contact with customers happened mainly by phone: a channel with a high time cost for the team, leaving little room for structured, traceable interaction. Negative reviews tied to carriers were a reality the brand had to deal with, even though they had nothing to do with product quality.

Why Qapla': the criteria behind the choice

The moment that made the need for change clear was the carrier switch: with Qapla', Marina Militare Sportswear was able to use up to four carriers at the same time, a possibility previously blocked by Magento's architecture. Growing sales volumes and meeting the needs of an international customer base required a more complete solution, and single-carrier management was no longer a sufficient answer.

The three pillars of the evaluation

The choice of Qapla' was built on three fundamental pillars, on each of which the platform delivered full effectiveness:

A decisive factor in the evaluation was the onboarding process: the simplicity felt during activation confirmed that Qapla' was a tool designed also for those without dedicated technical resources. The completeness of the solution, combined with ease of adoption, made the choice a natural one.

Platform integration and activation

The integration process with Magento and with the carriers was described by the Marina Militare Sportswear team as excellent. Activation was smooth and fast, with no significant technical or organizational obstacles. The platform's structure minimized staff training time, delivering a positive operational impact from the very first days of use.

The absence of issues during onboarding is not a minor detail: in contexts where dedicated technical resources are limited, ease of configuration becomes a feature in itself. Connecting with carriers, syncing Magento orders, and configuring communication flows fit naturally into existing processes, with no need for extraordinary intervention.

How Marina Militare Sportswear uses Qapla' today

In the daily operational flow, orders received on Magento are imported directly into Qapla'. Once processed, warehouse staff print the documents needed for shipping — labels, waybills — without having to generate them manually on carrier websites anymore. A seemingly simple change, but one that eliminated one of the biggest sources of inefficiency in the working day.

The team manages tracking communications in the available languages, ensuring customers receive updates in an interface consistent with the brand's positioning. This detail, considered essential by the marketing team, turns every post-shipment notification into a brand touchpoint, rather than an anonymous carrier communication.

PUDO and returns: more control, more trust

Marina Militare Sportswear activated the PUDO service (pickup and drop-off point delivery and returns), which has concretely improved delivery management. Being able to choose a pickup point reassures the customer about receiving the parcel, reduces failed delivery attempts, and expands the perceived service offering. An immediate benefit for both the end customer and the operations team.

On the returns front — the feature that tipped the scales in favor of Qapla' — the most significant result is the customer's near-total autonomy. Returns can be initiated and managed entirely independently, with a discounted rate included in the service. The team no longer has to handle paper forms or manually intervene at every step: the process runs automatically, freeing up time and reducing the margin for error.

Concrete results and business impact

The most immediate and measurable change concerns time: eliminating the manual generation of waybills means giving back between 30% and 40% of warehouse staff's operational capacity every day. Hours once absorbed by a repetitive, zero-value-added task are now available for picking, quality control, and exception handling.

On the customer care side, communication with customers has shifted from phone channels — high in time cost — to WhatsApp and email, more structured and traceable channels. Even during seasonal peaks — pre-sales, Black Friday, new collection launches — the workload remained proportional to sales growth, with no unusual spikes caused by process inefficiencies.

A brand worth protecting, even at delivery

In fashion, delivery isn't just a logistics moment: it's an integral part of the brand promise. Every delay, every poorly handled return, every anonymous notification is a missed opportunity to strengthen the relationship with the customer. Marina Militare Sportswear understood this clearly, choosing to invest in a post-sale infrastructure worthy of its positioning.

The choice of Qapla' wasn't driven by a single feature, but by an overall vision: a tool that eliminates repetitive manual work, allows multiple carriers to be managed without constraints, automates returns, and maintains brand consistency at every customer touchpoint. A technology partner built for those who are growing and need operations that keep pace.

For clothing and lifestyle eCommerce businesses with a strong brand to protect — and especially for those selling abroad — the choice of post-sale tools is not a secondary matter. It's a strategic decision, just as much as product quality or the strength of communication.

Alessia Panerai Marketing & Communication, Marina Militare Sportswear

"If I had to describe Qapla' in one sentence, I'd say: automation, efficiency, and speed in solving problems. It's the most complete and automated platform for managing returns — today we couldn't do without it."