Fragrance Revival improves refund rates by 32% with ShipStation and Woo

Fragrance Revival, a brand under Brilliant Enterprises, specializes in recreating discontinued scents and crafting new in-house fragrances with a focus on personalization. Since rebranding from Scent Matchers in 2019, the company has operated entirely online, delivering high-quality, custom-made scents to a growing customer base. 

By leveraging WooCommerce for their ecommerce platform and ShipStation for efficient shipping, Fragrance Revival has streamlined operations and achieved significant growth, including a 23% increase in revenue as of July 2025.

We interviewed Angela Kucharczyk, General Manager of Fragrance Revival, to explore how WooCommerce and ShipStation have supported their success.

• Achieved 23% revenue growth in 2025 and reduced refund rates from 22% to 15% — a 32% improvement.
• Adopted WooCommerce in 2019 for flexible ecommerce operations.
• Used ShipStation since 2020 to automate shipping and enhance customer communication.
• Processes custom orders with a seven to ten day fulfillment window and an average order value of $120 USD.

Fragrance Revival adopted WooCommerce in 2019 to support their unique business model, which focuses on personalized scent recreation and in-house fragrance development. 

“WooCommerce’s flexibility allowed us to create a seamless online experience for our customers, from custom orders to checkout,” said Angela. The platform’s integration with tools like ShipStation and various plugins has been critical for their operations.

ShipStation, implemented around the same time, revolutionized their shipping process. By automating label printing and cost calculations, ShipStation reduced fulfillment times and enabled the team to handle peak seasons — like Christmas, Valentine’s Day, and Mother’s Day, when sales can triple or quadruple. 

“The automatic email notifications for tracking and delivery dates have been a game-changer,” noted Angela. “Our customers love knowing exactly when their custom order will arrive.”

WooCommerce’s integration with ShipStation ensures that all orders, whether for recreated scents or new products are synced seamlessly. This has allowed Fragrance Revival to maintain a seven to ten day fulfillment window for hand-measured, custom-made products while scaling order volume.

Results with ShipStation and WooCommerce

• Improved customer satisfaction: Automatic tracking notifications contributed to a 15% refund rate in 2025, down from 22%.
• Business growth: Achieved 23% overall growth in 2025, driven by streamlined operations.
• Increased efficiency: Automated shipping processes reduced fulfillment bottlenecks, enabling faster order processing.
• Peak season scalability: Handled tripled and quadrupled order volumes during holidays without delays.

The team uses ShipStation’s Automated Rate Shopper feature to find the most cost-effective option that meets delivery promises, helping them control shipping expenses and maintain profitability. 

Fragrance Revival transitioned to WooCommerce in 2019 after outgrowing their previous platform. “We needed a solution that could handle our custom order process and integrate with our shipping and marketing tools,” Angela explained. 

WooCommerce’s open-source nature and extensive plugin ecosystem allowed them to tailor the platform to their needs, including a robust product customization system for scent tweaks and upgrades like pheromones.

ShipStation for WooCommerce was a key factor in their decision. 

“ShipStation pulls in every order from WooCommerce and lets us manage shipping from one dashboard. It’s saved us hours of manual work and reduced errors.”

— Angela Kucharczyk, General Manager of Fragrance Revival

The integration also supports their customer-centric approach, with automated notifications ensuring transparency for customers awaiting their personalized scents.

Plugins like Advanced Product Options and Easy Accordion Pro have further enhanced their operations. “The product configurator lets customers add upgrades like pheromones, while Easy Accordion Pro helps us manage our weekly production lists efficiently,” Angela added.

Fragrance Revival’s commitment to customer satisfaction is evident in their return policy for scent tweaks. “If a customer isn’t happy with their scent, we remake it for free until it’s perfect,” Angela shared. This approach has fostered loyalty, with 20–30% of customers returning for additional purchases. 

Despite the added steps, this policy has reduced their refund rate from 22% to 15% in 2025 with help from the streamlined and highly transparent process enabled by ShipStation. Automated communications keep customers up-to-date on the status of their initial order, return, reformulation, and secondary shipment.

Fragrance Revival is focused on expanding their in-house fragrance line, including innovative products like a perfumed insect repellent. They plan to enhance their WooCommerce site with new features, such as a streamlined subscription model for recurring orders. The team also aims to further leverage ShipStation’s analytics to optimize shipping costs and explore branded tracking pages to elevate the customer experience.

“Our goal is to keep delivering personalized, high-quality fragrances while growing our brand,” Angela said. Her advice for other ecommerce businesses? 

“Invest in tools that work together seamlessly. WooCommerce and ShipStation have allowed us to focus on our craft while scaling efficiently.”

— Angela Kucharczyk, General Manager of Fragrance Revival

For businesses looking to scale like Fragrance Revival, ShipStation for WooCommerce provides a scalable solution that consolidates all of your shipments in one place, automates your workflow, and finds the best carrier rates. Try it free for 30 days.