Customer Success Story

How Sarin Skin cut RTO by 40% and gained full visibility into its logistics data

A curated marketplace for dermatologist-vetted skincare and haircare moves from unreadable reports and pincode blind spots to transparent, AI-driven delivery operations with Shipway.

📦

Delivery success rate

↑ Up from 90%

↩️

Reduction in RTO rate

↓ From 10% to 6%

🗓️

0-day

Rolling window for AI courier allocation

Recalculated per pincode

🛡️

Core capabilities driving the shift

Support, reporting, AI routing

About the Brand

Dermatologist-grade skincare, made accessible

Sarin Skin is a curated marketplace bringing dermatologist-grade skin and hair care to customers across India, combining expert advice, medically advanced formulations, and at-home convenience. Every product is evaluated by a panel of dermatologists and specialists for how it interacts with skin biology before it makes the cut, and the catalog spans premium Indian and global bestsellers sourced from trusted suppliers. The brand has served 20,00,000+ users and draws on 10+ years of dermatology expertise, with recommendations backed by real clinical experience rather than trends.

Segment

D2C Skincare & Haircare Marketplace

Target audience

Shoppers seeking dermatologist-vetted products

Focus area

Curated, science-backed skin & hair care

Shipway tenure

1+ year

The Challenge

Data with no visibility, and no way to act on it

📊

Unreadable reports

Getting a report was one thing, understanding what was being deducted and why was another.

💸

Hidden costs

No clarity on logistics charges or weight discrepancies, so nothing could be audited or questioned.

🗺️

No pincode transparency

No advance visibility into which pincodes weren't serviceable, so customers found out too late.

📞

Support that faded

Like most new platforms, onboarding got attention, but it tapered off once the account settled in.

"We are not able to get into how much is the logistic charges, how much is the weight discrepancies that we are facing, and how much are the parcels that are getting delayed, what pin codes we are not able to service. Things were not very transparent. Even if you get a report, that report is not very readable."

Shrey

Co-founder, Sarin Skin

The Solution

Three changes that brought data, and delivery, under control

Shipway replaced guesswork with a dedicated contact, auditable reporting, and AI-driven courier decisions at every step of the shipping journey.

A single point of contact, always on call

Shipway gave Sarin Skin one dedicated contact who stays accessible, not a rotating queue that goes quiet after onboarding.

Always-on support Faster issue resolution Feels like an extension of the team

Full transparency into every shipment

Downloadable CSV and Excel reports let the team audit charges, weight discrepancies, and delays themselves, instead of taking a dashboard's word for it. Pincode-level data also flows through the Shopify integration, so customers are warned upfront if their pincode isn't shippable.

Auditable reports Advance pincode alerts Fewer surprises at delivery

AI-based courier allocation and RTO prediction

Shipway's automation assigns couriers based on each pincode's delivery performance over the past 14 days, keeping underperforming couriers out of the rotation. Paired with RTO prediction, this brought RTO down from 10% to 6% and pushed delivery success from 90% to 94%.

40% drop in RTO 94% delivery success rate Fewer manual routing decisions

Sarin Skin Testimonial

"I'm able to change the courier allocation at a very quick time, and pickup delays are very minimal. Their AI automation is also working very well, which allocates my couriers according to the past 14 days delivery timeline of any particular pin code. So, suppose a courier is not performing well in particular pin codes, those couriers do not usually get allocated to those pin codes."

Shrey

Co-founder, Sarin Skin

Results

The numbers say it all

"Shipway has helped us do that because they've given us the tools and insights on data that we needed." — Shrey, Co-founder, Sarin Skin

94%

Delivery success rate (from 90%)

40%

Reduction in RTO rate (10% to 6%)

14-day

Rolling window for AI courier allocation

Core capabilities driving the shift

Why Shipway

Built for brands that mean business

📞

Dedicated point of contact

One accessible contact, not a support queue that goes cold after onboarding.

📊

Transparent reporting

Downloadable CSV and Excel reports you can audit yourself, no gimmicky dashboards.

🗺️

Pincode intelligence

Alternate carriers for hard-to-reach pincodes, and advance alerts when one isn't serviceable.

🤖

AI-based courier allocation

Couriers assigned by real delivery performance over the past 14 days per pincode.

📉

RTO prediction

Spot high-risk orders early and steadily bring returns down.

🛡️

Damage protection

Coverage for in-transit damage, with a straightforward claims process.

Ready to scale?

Scale your brand like Sarin Skin

Join 5,000+ growing eCommerce brands using Shipway to reduce RTO, automate shipping operations, and deliver with confidence across India.

Get Started Today