René Studio
Retail & E-commerce

Checkout, delivery, returns — measured as one journey.

Conversion tools optimise the cart. René measures what happens after it, where returns, delivery anxiety and repeat purchase actually get decided.

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By industry · Retail & E-commerceReplay
DiscoverBrowseCartPaymentDelivery
Payment
Full-journey templates

Browse, checkout, delivery, returns and repeat purchase, pre-staged.

cart completion +11 pts
cart completion +11 pts · delivery-status contacts −28% · return resolution 8d → 5d
The problem

Conversion is optimised. Repeat purchase is hoped for.

Every pixel of the funnel is tested. The delivery window, the missing confirmation and the returns process — which decide whether anyone comes back — sit with operations and are measured as cost.

  • Post-purchase experience owned by operations, not by experience
  • Returns measured as cost rather than as a retention lever
  • Emotion at delivery never connected to repeat purchase rate
“Shipping appeared at the card screen and the total jumped. I left the cart and bought it elsewhere for more.”
Checkout verbatim, 4.2k similar responses · payment stage
The operational fact

A cost framed as an addition at the commitment step reads as a loss and outweighs the same amount presented as part of the price from the start.

What changes, measured*

Cart completion+11 ptsall-in total shown before the card form
Delivery-status contacts−28%proactive updates at the exception, not after it
Return resolution8d → 5drefund released at scan, not at inspection
Journey Index+6one index across web, app and store

* Based on heuristics. These figures are modelled from the René method and observed sector patterns, not reported client results. Your own numbers replace them once a journey is measured.

What it costs to leave alone

The case for acting now
01Conversion optimised, repurchase hoped forEvery pixel of the funnel is tested while delivery and returns, which decide whether anyone comes back, are managed as cost.
02Returns as a retention lever you are not pullingThe return path is frequently the most emotionally decisive stage in the journey and the least designed.
03Post-purchase owned by operationsWhen the stages after payment sit outside the experience function, nobody is accountable for the part that produces loyalty.

How René handles it

4 capabilities
01
Full-journey templatesBrowse, checkout, delivery, returns and repeat purchase, pre-staged.
02
Post-purchase measurementThe stages after payment, on the same index as the funnel.
03
Returns as a journeyThe return path modelled as experience, with its effect on repurchase.
04
Channel comparisonApp, web and store on one model and one index.

11 journey templates, ready to map

Full journeys including the post-purchase stages that decide repeat business
Browse to checkout
6 stagesCheckout completion · time to decide
Checkout to deliveryPayment friction
7 stagesDrop-off by step · delivery sentiment
Returns & exchangeRetention lever
6 stagesResolution CES · repurchase after return
Repeat purchase — 90 day
5 stagesRepeat rate by first-order experience
Click & collectPhysical + digital
6 stagesCollection time · channel switch rate
In-store to online
5 stagesCross-channel continuity
Marketplace seller fulfilmentThird-party variance
6 stagesExperience variance by seller

The funnel

TodayWith René
Ends at paymentContinues to repeat purchase
Returns as costReturns as retention
Channels optimised apartOne index across channels
Retail & E-commerce

Questions we get asked

Funnel exports and feedback are enough to start. Platform connections add live movement tracking.

Keep reading
By use caseFix drop-offName the reason people leave at step four.ProductJourney HealthOne index per journey, composed the same way every quarter.By roleProductDrop-off with a named cause and a tested fix.

Make one journey measurable this week.

Start with the journey that costs you the most. Free plan, one journey, all four views — no card, no call.

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Or talk to the Renascence team about an enterprise evaluation.