Case Study · Order Fulfillment
The $47,000 mistake that made Rivera Electronics automate everything
Diego Rivera runs Rivera Electronics, a family-owned consumer electronics accessories business doing $3.8M/year across three channels. One holiday season, a cascade of shipping errors cost them $47,000 in reshipping, refunds, and lost customers. That was the last straw.
What went wrong — the $47K month
Wrong zip codes, missing apartment numbers. 340 packages bounced back.
Blue medium sent instead of green large. 89 reships in one week.
Orders sat for hours while labels printed one at a time.
Hundreds of "where's my order?" emails. Many turned into chargebacks.
After Percy — next holiday season
USPS verification catches errors before labels print. Zero bouncebacks.
Order matched to inventory record, discrepancies flagged instantly.
Labels batched and generated automatically as orders arrive.
Customers notified within minutes. "Where's my order?" emails dropped 91%.
Diego's story
"That $47,000 was the best thing that happened to us"
"Holiday 2024 nearly killed us," Diego says. "We did $480K in November alone — our biggest month ever — but the errors ate us alive. Wrong addresses, wrong items, delayed shipments. By the time January came, we'd lost $47,000 to reshipping, refunds, and chargebacks. And we lost customers we'll never get back."
The root cause was simple: humans make mistakes under pressure. Diego's team was processing 200+ orders a day manually during peak season. Typos in addresses. Mix-ups between SKUs. Labels printed one at a time. It was a system designed to break at scale.
Percy eliminated the error chain at its source. Every order gets validated the moment it arrives: address verified against USPS records, SKU confirmed against inventory, weight checked, carrier auto-selected for best rate. Labels generate in batch. Tracking goes out automatically.
"This past holiday, we did $620K in November," Diego says. "30% more volume than the year that broke us. Error rate: 0.2%. Monthly error cost: zero. I slept through Black Friday weekend. My wife thought I was sick."
Results
fulfillment accuracy
monthly error cost (was $2,340+)
fulfillment speed
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