Returns are one of the costliest frictions in e-commerce — but a single pre-purchase touchpoint can cut them by nearly a third. In this episode of Customer Journey with Fexingo, Lucas and Luna examine how an apparel brand added a 'virtual try-on' step to its mobile product page and slashed return rates from 28 percent to under 20 percent in six weeks. They break down the psychology behind the touchpoint — why seeing a garment on a model with similar body metrics reduces size-guessing anxiety — and walk through the brand's before-and-after journey map. Lucas contrasts this with a furniture retailer that tried a similar AR tool but failed because they placed it post-purchase. The hosts also discuss the hidden upside: fewer returns means lower shipping costs, less inventory churn, and higher net promoter scores. A practical episode for anyone building a journey map and wondering which touchpoint to invest in next.

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