Narvar

Narvar Inc. is a customer experience software company that focuses on the "post-purchase" portion of the retail journey — the period from checkout through delivery, returns and exchanges. Its platform is organized into modules: Promise (AI-generated delivery date estimates shown pre-purchase), Track (branded, configurable order tracking pages with notifications and product recommendations), Notify (proactive multi-channel messaging), Shield (returns and exchanges management with fraud prevention and eligibility rules), Assist (delivery claim management and claim-abuse detection), and Secure (delivery protection). Products are configured largely self-serve, including layout, branding, locale-specific content and shipment-status-based content, and integrate with customer service platforms such as Salesforce Service Cloud, Zendesk and Gladly.

Underpinning the modules is IRIS (Intelligent Retail Insights Service), Narvar's proprietary retail AI, which the company says is trained on more than 74 billion consumer interactions per year and is used for automated decisioning, fraud flagging and personalization. Narvar states it partners with over 1,000 carriers worldwide, including UPS, FedEx, DHL and national postal services, and processes roughly 2 billion packages annually. It also markets an "agentic" post-purchase direction, describing policy-aware automation intended to resolve delivery, service, returns and fraud issues with less manual work.

The company positions itself as the first entrant in the post-purchase software category, per remarks from its CTO Ram Ravichandran. In December 2021 it acquired Lumi, a digital marketplace for packaging and print products, to extend its scope from digital experiences to physical packaging and supply-chain decisioning.

Business model

Narvar sells B2B software to retailers and brands, delivered as a configurable platform with modules for delivery promises, tracking, notifications, returns/exchanges, delivery protection and claim management, plus integrations into commerce and customer service systems.

Traction

The company reports 1,500+ brands worldwide, 125 million consumers reached, 74 billion interactions per year, about 2 billion packages annually and 250+ global employees. Customer-reported outcomes cited include a 13-point conversion increase at Harry Rosen. At the time of the 2021 Lumi acquisition, Narvar cited 1,100+ brand customers and recent additions including The Container Store, Stitch Fix and Sony PlayStation.

Latest developments

Narvar is marketing an "agentic post-purchase" strategy built on policy-aware automation and its IRIS AI engine, alongside newer products including Narvar Assist for delivery claim management and Narvar Secure for delivery protection.