Tabby Uses TrackingMore to Streamline Conflict Resolution Between Merchants And Buyers

Tabby: Enabling Customers to Buy Now

The Coronavirus-imposed financial crunch of 2020 coincided with the Tabby platform going live in the UAE. By allowing customers to pay 25% of the value of the item they wanted and the remaining 75% in flexible installments for 45 days, Tabby restored customers’ buying confidence and helped merchants grow sales and receive the full amount at the time of purchase.

Tabby’s customer-first approach saw its reputation grow, attracting investor funding and partnerships with reputable merchants such as Adidas, IKEA, and Shein. Tabby also onboarded over 5,000 local and regional merchants in the Middle East and North Africa.

This rapid expansion resulted in the brand experiencing transparency challenges with certain merchants. Tabby wanted a shipment tracking tool that could assist it in resolving the numerous conflicts that arose between shops and buyers.

“We needed a solution that would ensure maximum visibility and transparency in the order delivery process, so we could have a reference point for resolving customer and merchant conflicts,” reflected Menna Mahdy, Co-marketing at Tabby.

TrackingMore Helped Tabby Enhance Customer Experience

Tabby partnered with TrackingMore in 2022 and started using its API and Webhooks tracking solution to facilitate its operations.

“After an extended search, we talked to TrackingMore’s team, who elaborated how their API solution could help us obtain carrier data in one centralized place and give us end-to-end visibility into the order delivery process of our partner merchants,” shared Mohammed Alfaqeer, People Experience Partner at Tabby.

All carrier data in one centralized location

Blurred visibility into the shipping and delivery performance meant that Tabby could sometimes not verify if merchants had shipped orders to customers after receiving payment. TrackingMore’s tracking API and Webhooks allowed easy and hassle-free setup to track all online orders via one interactive dashboard. Tabby’s team could compare address details on each shipment to identify any irregularities that signaled scams. Better regulation of merchant activities enabled Tabby to honor its relationship with customers during the post-purchase period and have a bird’s eye view of the delivery process from end to end.

Reduced merchant-buyer conflicts

With the integration of TrackingMore’s tracking API, Tabby now has a centralized, automated order-tracking hub that could be checked to help resolve any arising conflicts between shops and buyers. Conversely, fewer conflicts needed Tabby’s intervention due to improved shipment visibility, leading to efficient resolution handling. As a result, customer and merchant conflicts were reduced significantly by 73% on Tabby.

Boosted adoption rate and AOV

Keeping track of customer orders post-purchase and providing the transparency they demanded saw Tabby gain the trust of more shoppers who were willing to try out its BNPL service during checkout. The average order value for existing customers also increased by 10%, illustrating more confidence in Tabby’s services.

Scams reduced by 65%

With an efficient tracking solution integrated, Tabby was able to detect scamming merchants faster and more efficiently. Tabby’s team could easily compare the addresses on the shipment and the delivery destination. Any inconsistencies between the two signaled a merchant who was likely scamming.

Tabby noted a significant drop in scamming incidences by a massive 65%. The company’s reputation improved because of this and encouraged more customers in the MENA region to opt into the service when checking out at participating stores.

As Hosam Arab, Founder of Tabby, explained, “Reducing the number of scams on our platform was key in helping us gain the confidence of customers. Thanks to partnering with TrackingMore, we improved shipment status monitoring and cut down the scamming instances.”