How much is your post-purchase CX leaking?

Put in your real numbers. We'll show your annual recoverable contribution across every post-purchase leak: checkout, fulfilment, experience and retention. Directional estimate, confirm with your data.

Market

Currency

Scenario

Category preset

Directional starting points - overwrite with the client's actuals.

Business

Monthly orders

New customers / month

Average order value (AOV)

Gross margin

Checkout & payment

Checkout completion rate (now)

Achievable completion (target)

Fulfilment leak

COD share of orders

Current RTO rate

Achievable RTO target

Shipping cost per leg

Experience

Avoidable refund/replacement rate (now)

Achievable rate (target)

Retention leak (cohort)

Current repeat rate

Achievable repeat target

Extra orders per retained customer / year

Consumption cycle (days, 0 = durable)

Engagement

Fractional retainer / month

Recoverable contribution · year 1 · base case

₹2.11 Cr

ROI on retainer

5.9×

Payback

62 days

Monthly upside

₹17.59 L

Leak 1

Checkout & payment

₹69.12 L

recoverable / year

Orders ÷ completion 30%16,667 checkout starts/mo

× (target 36% − current 30%)1,000 recovered orders/mo

× contribution ₹720₹7.20 L / mo

× 12 months × realization 0.8₹69.12 L / year

Current 30%Target 36%

India cart/checkout abandonment runs ~68–72%; payment failure is the top cause (~35%). Fixing payment, hidden costs and forced sign-up recovers 15–25% of abandoned carts, plus 5–10% with WhatsApp/SMS. Sources: Razorpay, Shiprocket 2025. Confidence: High.

Leak 2

Fulfilment — RTO, NDR & failed delivery

₹39.94 L

recoverable / year

Orders × COD share 65%3,250 COD orders/mo

× RTO now 30%975 RTO orders/mo

× (current 30% − target 14%)520 recovered/mo

× contribution ₹720 + shipping 1 leg₹800 / order

× 12 months × realization 0.8₹39.94 L / year

Current 30%Target 14%

India D2C RTO averages 20–30% (COD-heavy up to ~40%); below 12% is operationally excellent. Automated NDR workflows recover 30–50% of at-risk orders within the 24–72h window. Sources: GoKwik, ClickPost 2025–26. Confidence: High.

Leak 3

Experience — accuracy, damage & efficacy

₹7.68 L

recoverable / year

Orders × (refund now 4% − target 2%)100 avoided/mo

× contribution ₹720 + shipping 1 leg₹800 / order

× 12 months × realization 0.8₹7.68 L / year

Current 4%Target 2%

Wrong/missing/damaged fulfilment defects typically run 1–3% of orders; efficacy-driven refunds run higher in wellness/Ayurveda. Reducing avoidable refunds protects margin and reviews. Directional — confirm with client WMS/returns data. Confidence: Med.

Leak 4

Retention — repeat & replenishment

₹94.35 L

recoverable / year

Repeat uplift (target 38% − current 25%)13.0 pp

× new customers 3,500/mo × 125,460 retained/yr

× 3 extra orders × contribution ₹720₹1.18 Cr

× realization 0.8₹94.35 L / year

Current 25%Target 38%

DTC repeat-purchase averages 25–30% over 12 months; consumables 35–45%, beauty 30–40%. Replenishment timed to 70–80% of the consumption cycle converts 8–15% vs 1–3% generic. Sources: finsi.ai, Swell 2025–26. Confidence: High.

Assumptions & methodology

Leak 1 — Checkout & payment. (Orders ÷ completion now) × (target − current completion) × contribution per order × 12 × realization factor.

Leak 2 — Fulfilment. Orders × COD share × (current − target RTO) × (contribution + 1 shipping leg) × 12 × realization factor.

Leak 3 — Experience. Orders × (current − target refund rate) × (contribution + 1 shipping leg) × 12 × realization factor.

Leak 4 — Retention. (Target − current repeat rate) × new customers × 12 × extra orders per retained customer × contribution per order × realization factor.

Realization factor. Conservative 0.6 · Base 0.8 · Aggressive 1.0 - discounts gross upside for real-world execution drag.

Directional estimate from inputs the client confirms, not a guarantee. Replace benchmark defaults with their actuals. Benchmarks are current as of the build month and should be refreshed quarterly.