CASE STUDY
Mar 2, 2026
How ShipCalm Saved a Seven-Figure Client and Took Control of Their Returns Operation
Key Results
<2% delivery scan discrepancies identified: giving ShipCalm the proof needed to diagnose missing returns at the source.
246-day visibility gap resolved: saving a seven-figure apparel client from churning.
Unified returns workflow across facilities: standardizing SOPs, VAS attribution, and grading criteria network-wide.
About ShipCalm
ShipCalm is a national 3PO serving fast-growing ecommerce brands across apparel, consumer goods, and specialty retail. With multiple facilities and hundreds of merchant relationships, their focus is on operational excellence, client transparency, and long-term partnerships. As return volume grew across their network, so did the complexity of managing it — and the stakes of getting it wrong.
The Challenge
Missing returns and unreliable carrier data put a client relationship in jeopardy
The warning signs didn't come from a dashboard. They came from the phone.
"This journey started with us getting phone calls from our customers saying, 'Why haven't you processed that return yet?'" — Greg Moser, CEO, ShipCalm
On paper, nothing was wrong. Carriers were marking packages as delivered. But on the warehouse floor, those returns simply weren't there. For one of ShipCalm's largest clients — a seven-figure apparel account — the situation had escalated to a breaking point.
"My team is telling me, 'We walked the floor 15 times, the return isn’t here.' It doesn't feel good for a team that's trying to be better," — Jonathan Montgomery, COO, ShipCalm
The root cause was Fraudulent Tracking ID fraud — FTID. Bad actors were doctoring return labels to reroute packages away from the warehouse while still triggering a carrier delivery scan. The fraudster kept the item. The carrier showed a delivery. And ShipCalm was left holding the accountability without the inventory.
"In the beginning, it was unclear whether it was on the carrier or someone else." — Greg Moser, CEO, ShipCalm
Their longest open support ticket sat unresolved for 246 days. The exposure was significant — financially and operationally. ShipCalm needed a way to establish ground truth at the dock.
The Solution
Establish true receipt scans with X-Ray to eliminate the carrier data gap
Carrier delivery scans record when a package leaves a driver's possession. They don't confirm a return ever reached the warehouse. For ShipCalm, that gap was costing them client trust — and real money.
With Two Boxes X-Ray, ShipCalm introduced receipt scanning directly at the dock: every inbound return logged the moment it physically arrived at their facility, independent of carrier data. The difference became immediately visible.
Packages marked as delivered were arriving days later — inflating ShipCalm's apparent processing time when the delay was actually the carrier's. Returns were being scanned as delivered even when sent back to the sender, a deliberate tactic used by fraudsters to trigger refunds. Some drivers were accumulating packages in their trucks for days before making a drop. Others were leaving returns with neighbors, who held them as collateral.
None of this was visible before X-Ray. All of it was documented afterward.
"Once you have the logging, everybody starts believing you. They're like, 'Oh, these guys keep good records.' It earns you a ton of trust." — Greg Moser, CEO, ShipCalm
The 246-day support ticket — the one that nearly cost ShipCalm their largest apparel client — was resolved. With X-Ray providing an indisputable record of dock activity, ShipCalm could prove what arrived, when, and in what condition. The client stayed.
Unify returns processing across facilities with consistent SOPs and accurate VAS attribution
When Jonathan joined ShipCalm, only four of their hundreds of merchants were running on Two Boxes. Each facility was operating on its own logic — different grading criteria, inconsistent SOPs, and VAS billing that didn't reflect actual work performed.
"Operationally, we were operating separately… it was an inefficient workload." — Jonathan Montgomery, COO, ShipCalm
ShipCalm made a deliberate structural decision: move every client onto Two Boxes and unify their returns operation under one system.
The results were immediate. Grading criteria became consistent across facilities. SOPs were standardized and baked directly into the workflow. VAS attribution reflected actual labor performed — not assumptions. And some long-standing inefficiencies finally surfaced.
"We learned our floor was lint rolling every pair of pants. The brand said, 'Who told you to do that?' We learned that we only needed to lint roll like 5% of the time." — Greg Moser, CEO, ShipCalm
Less unnecessary labor. Lower costs for clients. Cleaner billing. A more profitable returns operation — across the board.
Build a dock-to-stock KPI and give the warehouse something to rally around
Before X-Ray, ShipCalm had no reliable way to measure when returns arrived, how long they sat, or where delays were occurring. Processing time, queue time, restock time — none of it was trackable with any accuracy. They were operating without a scoreboard.
X-Ray gave them one.
With true dock arrival timestamps, ShipCalm introduced a core metric: Dock to Stock Time. It measures actual receipt at the dock, time to enter the processing queue, time to process, and time to restock. For the first time, ShipCalm could see the full picture — and act on it before a client ever had to call.
"The biggest KPI is that we actually have a KPI now. When you measure what matters, things change." — Greg Moser, CEO, ShipCalm
Instead of responding to client escalations, ShipCalm's team now catches delays proactively. Returns that were supposed to arrive and didn't are flagged internally — not discovered by an angry client on the other end of a phone call.
"Instead of the client reaching out and asking what's going on, we can now say, 'This was supposed to be here today. It didn't arrive.' We're proactive." — Jonathan Montgomery, COO, ShipCalm
The Impact
ShipCalm made a deliberate choice once they had the data: total transparency with clients, even when it revealed operational problems. The trust that came from that posture — backed by X-Ray's documentation — proved more valuable than the exposure it risked.
"Two Boxes let us be really transparent with our customers. It builds longer lasting relationships." — Greg Moser, CEO, ShipCalm
The results speak for themselves. A seven-figure client relationship that was days from churning was saved. Carrier data that had obscured the truth for months was replaced with an airtight receipt record. And a 3PO that was operating reactively now runs a returns operation it can stand behind.
Ready to take control of your returns operation?
X-Ray by Two Boxes delivers the dock-level visibility, fraud protection, and operational clarity that carrier data alone will never provide. Book a demo today.
Key Results
<2% delivery scan discrepancies identified: giving ShipCalm the proof needed to diagnose missing returns at the source.
246-day visibility gap resolved: saving a seven-figure apparel client from churning.
Unified returns workflow across facilities: standardizing SOPs, VAS attribution, and grading criteria network-wide.
About ShipCalm
ShipCalm is a national 3PO serving fast-growing ecommerce brands across apparel, consumer goods, and specialty retail. With multiple facilities and hundreds of merchant relationships, their focus is on operational excellence, client transparency, and long-term partnerships. As return volume grew across their network, so did the complexity of managing it — and the stakes of getting it wrong.
The Challenge
Missing returns and unreliable carrier data put a client relationship in jeopardy
The warning signs didn't come from a dashboard. They came from the phone.
"This journey started with us getting phone calls from our customers saying, 'Why haven't you processed that return yet?'" — Greg Moser, CEO, ShipCalm
On paper, nothing was wrong. Carriers were marking packages as delivered. But on the warehouse floor, those returns simply weren't there. For one of ShipCalm's largest clients — a seven-figure apparel account — the situation had escalated to a breaking point.
"My team is telling me, 'We walked the floor 15 times, the return isn’t here.' It doesn't feel good for a team that's trying to be better," — Jonathan Montgomery, COO, ShipCalm
The root cause was Fraudulent Tracking ID fraud — FTID. Bad actors were doctoring return labels to reroute packages away from the warehouse while still triggering a carrier delivery scan. The fraudster kept the item. The carrier showed a delivery. And ShipCalm was left holding the accountability without the inventory.
"In the beginning, it was unclear whether it was on the carrier or someone else." — Greg Moser, CEO, ShipCalm
Their longest open support ticket sat unresolved for 246 days. The exposure was significant — financially and operationally. ShipCalm needed a way to establish ground truth at the dock.
The Solution
Establish true receipt scans with X-Ray to eliminate the carrier data gap
Carrier delivery scans record when a package leaves a driver's possession. They don't confirm a return ever reached the warehouse. For ShipCalm, that gap was costing them client trust — and real money.
With Two Boxes X-Ray, ShipCalm introduced receipt scanning directly at the dock: every inbound return logged the moment it physically arrived at their facility, independent of carrier data. The difference became immediately visible.
Packages marked as delivered were arriving days later — inflating ShipCalm's apparent processing time when the delay was actually the carrier's. Returns were being scanned as delivered even when sent back to the sender, a deliberate tactic used by fraudsters to trigger refunds. Some drivers were accumulating packages in their trucks for days before making a drop. Others were leaving returns with neighbors, who held them as collateral.
None of this was visible before X-Ray. All of it was documented afterward.
"Once you have the logging, everybody starts believing you. They're like, 'Oh, these guys keep good records.' It earns you a ton of trust." — Greg Moser, CEO, ShipCalm
The 246-day support ticket — the one that nearly cost ShipCalm their largest apparel client — was resolved. With X-Ray providing an indisputable record of dock activity, ShipCalm could prove what arrived, when, and in what condition. The client stayed.
Unify returns processing across facilities with consistent SOPs and accurate VAS attribution
When Jonathan joined ShipCalm, only four of their hundreds of merchants were running on Two Boxes. Each facility was operating on its own logic — different grading criteria, inconsistent SOPs, and VAS billing that didn't reflect actual work performed.
"Operationally, we were operating separately… it was an inefficient workload." — Jonathan Montgomery, COO, ShipCalm
ShipCalm made a deliberate structural decision: move every client onto Two Boxes and unify their returns operation under one system.
The results were immediate. Grading criteria became consistent across facilities. SOPs were standardized and baked directly into the workflow. VAS attribution reflected actual labor performed — not assumptions. And some long-standing inefficiencies finally surfaced.
"We learned our floor was lint rolling every pair of pants. The brand said, 'Who told you to do that?' We learned that we only needed to lint roll like 5% of the time." — Greg Moser, CEO, ShipCalm
Less unnecessary labor. Lower costs for clients. Cleaner billing. A more profitable returns operation — across the board.
Build a dock-to-stock KPI and give the warehouse something to rally around
Before X-Ray, ShipCalm had no reliable way to measure when returns arrived, how long they sat, or where delays were occurring. Processing time, queue time, restock time — none of it was trackable with any accuracy. They were operating without a scoreboard.
X-Ray gave them one.
With true dock arrival timestamps, ShipCalm introduced a core metric: Dock to Stock Time. It measures actual receipt at the dock, time to enter the processing queue, time to process, and time to restock. For the first time, ShipCalm could see the full picture — and act on it before a client ever had to call.
"The biggest KPI is that we actually have a KPI now. When you measure what matters, things change." — Greg Moser, CEO, ShipCalm
Instead of responding to client escalations, ShipCalm's team now catches delays proactively. Returns that were supposed to arrive and didn't are flagged internally — not discovered by an angry client on the other end of a phone call.
"Instead of the client reaching out and asking what's going on, we can now say, 'This was supposed to be here today. It didn't arrive.' We're proactive." — Jonathan Montgomery, COO, ShipCalm
The Impact
ShipCalm made a deliberate choice once they had the data: total transparency with clients, even when it revealed operational problems. The trust that came from that posture — backed by X-Ray's documentation — proved more valuable than the exposure it risked.
"Two Boxes let us be really transparent with our customers. It builds longer lasting relationships." — Greg Moser, CEO, ShipCalm
The results speak for themselves. A seven-figure client relationship that was days from churning was saved. Carrier data that had obscured the truth for months was replaced with an airtight receipt record. And a 3PO that was operating reactively now runs a returns operation it can stand behind.
Ready to take control of your returns operation?
X-Ray by Two Boxes delivers the dock-level visibility, fraud protection, and operational clarity that carrier data alone will never provide. Book a demo today.
Ready to supercharge your returns?
At Two Boxes, our mission is to make returns an asset instead of a liability. We’re proud to partner with 3PLs like Stord, Barrett, & Jay Group to supercharge returns operations. If you’d like to make returns a strength for your business, reach out to us today!
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Returns are hard.
Two Boxes makes
them easy.
Returns are hard.
Two Boxes makes
them easy.