ESW x Reformation

With more than 50 return centers globally, international returns are processed in market rather than travelling back to the origin warehouse — lower shipping costs and faster refunds for your customers. The portal lets the shopper choose how: drop at a local collection point, or return to one of your stores. And where duty was paid to get the goods across the border, Drawback Assistance goes after it rather than writing it off.

Ship-from-store and ship-to-store mean a new location in a new market is not just a store — it becomes fulfillment capacity and a collection point for online orders, alongside the returns destination described above. Your own filing puts omnichannel customers at roughly 4.8 purchases a year and 3.1 times the net revenue of single-channel shoppers. As the international store footprint grows, ecommerce and retail compound each other instead of running in parallel.

Most cross-border providers offer tools that calculate, display or remit duties more efficiently. Useful work — but the transaction is unchanged, so the exposure is unchanged. ESW changes what the transaction is.

Under the B2B2C model, your goods sell to ESW’s local entity at wholesale. That sale becomes the import event, and the consumer transaction that follows is domestic, with ESW as Merchant of Record. Duty is calculated on the wholesale value rather than the retail price. The shopper sees no change — currency, payment methods, pricing and checkout stay exactly as they were. The shift happens at the import layer.

Alongside it, Drawback Assistance identifies eligible flows and manages the claim process, recovering duty and VAT on returned and re-exported goods that would otherwise stay with customs authorities. And trade compliance runs across the import lifecycle — documentation, customs declarations and regulatory monitoring.

The advantage holds whichever way policy moves. A structurally lower duty base is not a model tuned to one tariff regime; rate changes still apply, but they apply to a smaller number.

ESW supports multi-origin shipping. The Los Angeles distribution center, the European 3PL relationship and the retail network can all continue to act as origins — this is not a migration onto a single node. As the international store footprint grows, new origins can be added to the model rather than routed around it. And trade, logistics, payments and risk run through one accountable partner rather than four vendor relationships to manage.

Translation at scale with human oversight. Local payment methods and currencies. Market-specific delivery options. Continuous A/B testing on cart and checkout pages against a quarterly roadmap you control. When conversion drops in a market, the cause gets identified, the fix gets applied, and the result gets monitored.

The question worth asking is not whether the rails work — it is what your international growth team is getting beyond the rails. A platform processes orders. It does not run quarterly mystery shopping in your top markets, identify why conversion dropped in a specific country, or own the roadmap for fixing it. If that work is currently happening on your side of the relationship, that is the gap worth a conversation.  

It is a fair concern. The honest answer is that the first several quarters as a public company are precisely when international performance gets examined most closely, and implementation takes six to twelve weeks before any optimization work begins. Starting a conversation now is what puts results on the board for the reporting periods where they will matter most. If the timing is wrong, it is worth knowing what the runway looks like anyway.  

Six to twelve weeks, depending on scope. Salesforce Commerce Cloud is the straightforward case — ESW maintains SFCC cartridges that handle the bulk of the storefront and checkout work. And because ecommerce is never one size fits all, the cartridges can be combined with API integrations wherever your stack needs something more specific.  

A dedicated Client Success team, supported by specialists across the business. Your Client Success Manager is the main point of contact and holds accountability for the program — but the relationship is not single-threaded. Your logistics team works directly with ESW logistics. Finance works with finance. Trade, payments, product and CX each have their counterpart. Initiatives move faster because the people who need to be talking already are, rather than every question routing through one person.  

Shopper-paid returns are fully supported. The cost can be deducted from the refund amount, or charged before the label is issued — whichever fits your economics. Either way the shopper goes through the same branded portal, selects the item and reason, and receives a label if the return qualifies under the rules you set. The choice is configured per market, so a policy in the UK does not have to match the one in France.  

Reduce, through two mechanisms that work differently. The B2B2C model restructures the import itself: goods sell to ESW’s local entity at wholesale, that sale becomes the import event, and duty is assessed on wholesale value rather than retail. Drawback Assistance works after the fact, identifying eligible flows and recovering duty and VAT on returned and re-exported goods. What the combined impact looks like depends on your specific market mix and volumes, which is the first thing we would map together.  

No. ESW supports multi-origin shipping, so the Los Angeles distribution center, the European 3PL relationship and the retail network can all continue operating as origins. Your international stores are part of that model too: omnichannel support means a store in London, Paris, Toronto or Vancouver — and wherever comes next — can fulfill online orders, receive them for collection, and take returns in market. New origins get added as the footprint grows rather than consolidated away, and nothing about the existing supply chain has to be rebuilt to start.  

An agency delivers a report and leaves your team to implement it. Growth Services run inside the same operating model as your commerce infrastructure, so improvements are applied directly rather than recommended from the outside. Optimization is continuous rather than project-based, and it does not stop when an engagement ends — because there is no engagement to end.