Pacsun speeds up payment process and strengthens unified commerce with Manhattan Active® Point of Sale

Pacsun, a leading retailer in youth fashion, has Manhattan Active® Point of Sale (POS) successfully rolled out. This cloud-native sales and service solution for stores enables employees to combine digital conveniences with personalized shopping.

After a five-month project period to pilot phase, Pacsun rolled out Manhattan Active POS to more than 300 stores in just eight weeks. Mobile checkout significantly shortened long lines in stores, while unified inventory management capabilities, enabled by RFID integration, ensured seamless fulfillment through Instagram, Amazon, TikTok and Pacsun's own sales channels. During the peak season, Pacsun realized record sales and more efficient processes: 40% of online orders were handled from stores, optimizing near-customer inventory, staffing and shipping costs, and reducing logistics costs by 25%.

Physical stores are now crucial differentiators in retail. Market research shows physical stores that leverage unified commerce strategies can increase customer lifetime value by 1.5x, increase average order value by 15% and boost loyalty by 70%. Now that Manhattan Active POS is live across Pacsun's store network, associates benefit from features such as intuitive workflows for smoother returns and endless aisle functionality that converts out-of-stock into digital orders. This also allows Pacsun's experiential stores to act as powerful service and fulfillment hubs. This agility will turn post-return purchases into a revenue engine, with an increase in upsells during exchanges.

“Manhattan Active POS is a gamechanger,” said Shirey Gao, chief digital and information officer at Pacsun. “Unified commerce means one transaction, one checkout, whether a customer buys online, returns in-store or uses inventory from any channel. Our store associates adapted immediately and turned challenges, such as oversold items, into opportunities. During peak periods, real-time analytics helped us complete unified orders 50% faster, preserving customer relationships and achieving our best peak season ever.”

Manhattan Active POS combines clienteling, mobile checkout and omnichannel fulfillment in one app. As part of the Manhattan Active® Omni suite unifies catalog, shopping cart and fulfillment data, enabling employees to act as true brand ambassadors.

“Pacsun's success underscores how stores thrive when unified with digital channels,” said Stewart Gantt, executive vice president of Professional Services at Pacsun. “Our POS solution is not just another tool. It's a growth engine that turns every interaction into a loyalty moment, whether a customer begins their journey on TikTok or in a fitting room.”

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