Retail and D2C
Retail and D2C CRM for online brands and stores
Sync orders from Shopify, confirm COD by call or WhatsApp, recover abandoned carts and bring customers back with offers based on what they bought. Know your best customers by value, not guesswork.
Your pipeline, ready on day one
These stages come with the template. Rename, add or remove any of them.
- Stage 1VisitorA browser or store visitor shares a number through a form, popup or enquiry.
- Stage 2Cart/EnquiryA cart is abandoned or a product enquiry is raised and a follow-up is triggered.
- Stage 3OrderAn order is placed and COD orders are confirmed by call or WhatsApp.
- Stage 4DeliveredThe order is delivered, with failed deliveries and RTOs followed up.
- Stage 5RepeatThe customer is nudged to reorder and is placed into RFM and loyalty groups.
What is a retail and d2c CRM?
A retail and D2C CRM turns one-time buyers into repeat customers. Gandiv syncs orders and customers from Shopify, so every purchase, address and phone number is on one profile. Abandoned carts trigger WhatsApp reminders, cash on delivery orders are confirmed before dispatch to reduce return-to-origin losses, and failed deliveries go to a recovery call list. Customers are grouped by recency, frequency and spend, loyalty points reward repeat purchases, and a short NPS survey after delivery tells you who is happy and who needs a call.
Why retail and d2c teams need one
Problem
Carts are abandoned and the customer is never contacted.
With Gandiv
An abandoned-cart message goes on WhatsApp within the hour with the cart link, followed by a call for high-value carts.
Problem
COD orders come back as RTO and eat your margin.
With Gandiv
A confirmation call or WhatsApp checks address and intent before dispatch.
Problem
Failed deliveries are written off.
With Gandiv
RTO and NDR cases land in a recovery list with the reason and a script to reschedule delivery.
Problem
Every customer gets the same offer.
With Gandiv
RFM groups send win-back offers to lapsed buyers and early access to your best ones.
Problem
Loyalty is a spreadsheet nobody trusts.
With Gandiv
Points are earned per order and redeemed at checkout or on a call, with a clear balance.
Problem
You only hear from unhappy customers on social media.
With Gandiv
An NPS survey after delivery routes detractors to a call before they post.
Key features
Store sync
Shopify orders and customers on one profile
Orders, products, addresses and customer details sync from your Shopify store. A caller opening a customer sees past orders, spend and tags, so a support call can become a repeat sale rather than a lookup.
- Orders and customers synced
- Purchase history on the profile
- Tags from the store
Store sync
- Orders and customers synced
- Purchase history on the profile
- Tags from the store
Carts
Abandoned-cart WhatsApp recovery
When a shopper leaves a cart, a WhatsApp message with the cart link goes out after a set delay, followed by a call task for high-value baskets. Recovered carts are reported against messages sent.
- Delay and message you control
- Call task above a cart value
- Recovered revenue report
Carts
- Delay and message you control
- Call task above a cart value
- Recovered revenue report
COD
COD confirmation before dispatch
Every cash on delivery order gets a confirmation by call or WhatsApp checking the address and intent. Unconfirmed orders are held, which cuts the RTO rate and the shipping cost wasted on refusals.
- Confirm, change address or cancel
- Hold unconfirmed orders
- Confirmation rate report
COD
- Confirm, change address or cancel
- Hold unconfirmed orders
- Confirmation rate report
RTO
RTO and failed delivery recovery
Orders that fail delivery or return to origin are listed with the courier reason. Callers reach the customer, correct the address or time and re-attempt, turning a loss into a delivered order.
- Courier reason on the case
- Reattempt call script
- Recovered vs lost orders
RTO
- Courier reason on the case
- Reattempt call script
- Recovered vs lost orders
Segments
RFM groups and repeat-order offers
Customers are grouped by how recently they bought, how often and how much. Send replenishment nudges to buyers of consumables, win-back offers to lapsed ones and early access to your best customers.
- Recency, frequency and spend scores
- Segment-based campaigns
- Repeat rate by segment
Segments
- Recency, frequency and spend scores
- Segment-based campaigns
- Repeat rate by segment
Loyalty
Loyalty points and NPS feedback
Award points for orders, referrals and reviews, and let callers check the balance. A short NPS survey after delivery scores satisfaction, and low scores go to a service call the same day.
- Points earned and redeemed
- NPS survey after delivery
- Detractor call task
Loyalty
- Points earned and redeemed
- NPS survey after delivery
- Detractor call task
What is inside the template
Everything below is created in your workspace when you pick this template.
| Fields | Last order date · Last order value · Lifetime value · RFM segment · Preferred size · Store or channel · Payment mode (COD or prepaid) · Loyalty points |
|---|---|
| Automations | Abandoned cart WhatsApp - 1 hour after · COD confirmation call before dispatch · Delivery update and review request · Replenishment nudge - 30 days after order · RTO recovery call same day |
| Reports | Cart recovery rate · COD confirmation and RTO rate · Repeat purchase rate by segment · Lifetime value by source · NPS trend |
| Message templates | Your cart is waiting · Confirm your COD order · Order shipped · Time to reorder · How did we do? |
| Call script | Greet the customer by name and mention the order. Confirm the delivery address and phone, ask if the product suits them, and offer a relevant reorder or add-on before closing. |
Fields
Last order date · Last order value · Lifetime value · RFM segment · Preferred size · Store or channel · Payment mode (COD or prepaid) · Loyalty points
Automations
Abandoned cart WhatsApp - 1 hour after · COD confirmation call before dispatch · Delivery update and review request · Replenishment nudge - 30 days after order · RTO recovery call same day
Reports
Cart recovery rate · COD confirmation and RTO rate · Repeat purchase rate by segment · Lifetime value by source · NPS trend
Message templates
Your cart is waiting · Confirm your COD order · Order shipped · Time to reorder · How did we do?
Call script
Greet the customer by name and mention the order. Confirm the delivery address and phone, ask if the product suits them, and offer a relevant reorder or add-on before closing.
By role
Founder or brand head
- Repeat rate and lifetime value
- COD and RTO performance
- Cart recovery revenue
Support or telecaller
- COD confirmation queue
- Customer history on the call
- RTO recovery list
Marketing and store team
- RFM segments for campaigns
- Loyalty balances
- NPS and review follow-up
Integrations for this industry
Related industries
Apparel and FMCG distribution
Beat plans, order capture, schemes and outstanding for distributors and garment sellers.
Manufacturing and distribution
Handle RFQs, quotations, samples and purchase orders with credit terms under control.
Automobile dealer
Move buyers from enquiry to test drive, booking, delivery and years of service.
Frequently asked questions
Does it sync with Shopify?
Yes. Orders, customers and abandoned checkouts sync from your store, so the profile and the cart reminders use live data. For other platforms, use Zapier or a sheet import.
How does COD confirmation help?
A call or message before dispatch checks address and intent. Orders that are cancelled or corrected at this stage never ship, so you avoid the cost of a return-to-origin.
Are WhatsApp cart messages allowed?
Messages to customers need their opt-in and approved templates under the WhatsApp Business rules. Collect consent at checkout and honour opt-outs.
What is RFM?
RFM scores each customer on recency, frequency and monetary value of purchases. It lets you target lapsed, new and best customers differently.
Can physical stores use it?
Yes. Capture walk-in customers at billing with their phone number, then follow up with offers, loyalty points and feedback in the same system as your online buyers.
Start with the retail and d2c template
Your pipeline, fields and messages are created for you. Change anything later.