Newgistics’ SmartLabel™ To Provide Enhanced Returns Process for Abercrombie & Fitch Co.

Kurt Peters

Leading Specialty Retailer Streamlines Returns Cycle Across Brands

AUSTIN, TX – July 28, 2003 – Newgistics, Inc., the leader in returns management services for direct retailers, today announced that Abercrombie & Fitch Co., a leading specialty retailer, has selected its SmartLabel™ service to streamline the returns process and enhance Abercrombie’s superior customer service. Beginning this month, Abercrombie & Fitch Co. offers the SmartLabel service across all three concepts - Abercrombie & Fitch, abercrombie and Hollister Co.

Newgistics’ SmartLabel returns service allows customers to return merchandise purchased online or through the catalogs effortlessly. Customers simply detach the pre-paid, pre-addressed barcoded SmartLabel from their order summary, affix it to their package, and drop it off anywhere in the U.S. Postal Service (USPS) mail stream. SmartLabel’s dynamic barcode links the package to the customer’s invoice and provides package visibility early in the returns process. This enables customer service representatives to proactively address customers’ exchange or credit needs, resulting in increased customer satisfaction and loyalty. The SmartLabel service includes SmartLabel CSR™, which gives customer service representatives the option to email or mail customers a replacement SmartLabel.

“Across all of the Abercrombie & Fitch brands, our focus is high-quality merchandise paired with superior customer service,” said Tom Lennox, director of corporate communications for Abercrombie & Fitch Co. “Customer service doesn’t stop when the merchandise leaves the floor. Newgistics’ SmartLabel return service allows us to maintain our high standards by giving our customers the ability to make hassle-free returns or exchanges.”

“Adding the SmartLabel return service is evidence of the high premium that Abercrombie & Fitch Co. places on quality service,” said Raymond B. Greer, president and CEO of Newgistics. “In addition to pleasing its customers, Abercrombie & Fitch may look forward to increased operational efficiency throughout their returns process. We look forward to a long and successful relationship with Abercrombie.”

Newgistics’ SmartLabel service enables retailers to streamline the entire product returns cycle to help them gain operational efficiencies, maximize customer loyalty and realize a competitive advantage. Typically, retailers see a 70% usage of the SmartLabel returns service within 120 days of launch.

About Abercrombie & Fitch

Abercrombie & Fitch Co. is a leading specialty retailer encompassing three concepts - Abercrombie & Fitch, abercrombie, and Hollister Co. The company focuses on providing high-quality merchandise that compliments the casual classic American lifestyle. The merchandise is sold in retail stores throughout the United States and through catalogs. The company also operates e-commerce websites at www.abercrombie.com, www.abercrombiekids.com, www.hollisterco.com, and publishes a magalog called the A&F; Quarterly.

About Newgistics

Newgistics, Inc. (www.newgistics.com) is the leader in returns management for the direct retail industry. By combining technology and logistics, Newgistics solves the two main issues facing direct retailers in managing returns: improving the customer`s return experience and driving direct retailer`s operating efficiencies. Our market-leading service, SmartLabel™, has managed millions of packages for leading direct retailers including J.Crew, Neiman Marcus, Eddie Bauer and Aerosoles among others. Together with the U.S. Postal Service and logistics leaders R.R. Donnelley Logistics and USF Processors, Newgistics has created the most extensive returns management network in the industry.

For more information, please contact:
Jonathan Dampier

Remi Watson
Schwartz Communications
415-512-0770 ext. 240


A&F Quarterly, Abercrombie, customer service, Hollister Co., Returning