1stdibs.com unveils 2026 AI search and shipping roadmap
The roadmap targets cutting shipping quotes by up to 30% and exceeding 85% on-time delivery, while boosting tracking coverage beyond 95%.
Rhea-AI Filing Summary
1stdibs.com, Inc. (DIBS) furnished an investor presentation outlining its 2026 product and operations roadmap focused on discovery, personalization, tastemakers, service, and shipping. The marketplace lists nearly 1.9 million one-of-a-kind items as of Q2 2026 and highlights search, AI, and logistics as key levers.
The company reports that buyers who use search convert at nearly 4x the rate of non-search buyers, and that AI metadata enrichment drove a 4% improvement in search success. A new image-search feature and plans for semantic and conversational search are described. Personalization initiatives include a two-tower machine-learning user profile model to tailor recommendations and marketing.
The presentation notes average order value of about $2,850, emphasizing high-value, complex shipments. Shipping initiatives include USPS rates 30–50% below standard, prequote coverage on nearly 90% of listings, and parcel rate reductions of up to 8%, with goals to cut shipping quotes by up to 30%, exceed 85% on-time shipping, and reach over 95% tracking coverage. Service changes include an AI customer service agent that increased inbound chat resolution from 14% to 25% by late August and migration to a new 24/7 BPO partner. Social media efforts include a Tastemakers program, 1 million Instagram followers, and tripled video views quarter over quarter.
Positive
- None.
Negative
- None.
Filing Explained
This
8-K Event Classification
2 items: 7.01, 9.01
2 items
Item 7.01
Regulation FD Disclosure
Disclosure
Material non-public information disclosed under Regulation Fair Disclosure, often investor presentations or guidance.
Item 9.01
Financial Statements and Exhibits
Exhibits
Financial statements, pro forma financial information, or exhibit attachments filed with this report.
Key Figures
Marketplace listings: Nearly 1,900,000 items
Search conversion uplift: Nearly 4x
Improvement in Search Success Rate: 4%
+5 more
8 metrics
Marketplace listings
Nearly 1,900,000 items
Catalog size as of Q2 2026
Search conversion uplift
Nearly 4x
Buyers who search vs. buyers who do not
Improvement in Search Success Rate
4%
Lift from AI metadata enrichment
Average Order Value (AOV)
$2,850
Average order value as of Q2 2026
Instagram followers
1,000,000
Instagram followers reached in Q2 2026
AI chat resolution rate
25%
Inbound chat resolution by AI agent by late August, up from 14%
USPS rate discounts
30–50%
Discount range on USPS rates for parcel items under 20 lbs
Prequote shipping coverage
Nearly 90%
Listings with preattached freight quotes after ~10 percentage-point increase
Key Terms
GMV, vector search, prequote, Business Process Outsourcing, +2 more
6 terms
GMV financial
"our expectations regarding our GMV, net revenue, cost of revenue"
Gross merchandise value (GMV) is the total dollar value of all goods and services sold through a platform or marketplace over a given period, measured before deducting fees, returns, or discounts. Investors watch GMV to gauge the raw size and growth of customer activity—like counting every ticket sold at a concert before subtracting organizer costs—while remembering it is not the same as revenue or profit.
vector search technical
"Semantic Understanding Leverage vector search and additional AI metadata"
Vector search is a way computers find items by comparing compact numerical “fingerprints” that capture meaning or patterns, rather than exact words or labels. Think of it like a librarian who groups books by theme and style, so you find similar ideas even if the wording differs; for investors, it matters because it powers smarter recommendations, faster insights from large datasets, and new AI services that can drive revenue, cut costs, or create competitive advantage.
prequote financial
"ML Freight Quotes: Increased prequote coverage by approximately 10 ppts"
Business Process Outsourcing financial
"Note: BPO denotes Business Process Outsourcing, in this case, third-party"
Business process outsourcing is when a company hires an outside firm to perform routine operational tasks—such as payroll, customer support, IT operations, or back-office administration—so the company can focus on its core products or services. Investors care because outsourcing often lowers costs, improves scalability and flexibility, and shifts operational risks; changes in a company’s outsourcing strategy can therefore affect profit margins, growth prospects and regulatory or service-quality risks.
Average Order Value financial
"Note: 1stDibs AOV as of Q2 2026."
Average order value (AOV) is the typical amount a customer spends each time they place an order, calculated by dividing total sales by number of orders over a set period. It matters to investors because it shows how efficiently a company turns customer visits into revenue — higher AOV can boost profits without gaining more customers. Think of it like the average bill per table at a restaurant: increasing that bill raises overall sales even if the number of diners stays the same.
on-time shipping market
"On-Time Shipping Targeting over 85% on-time shipping."
FAQ
What is 1stdibs.com, Inc. (DIBS) primarily disclosing in this 8-K?
The company is disclosing an investor presentation that outlines its 2026 roadmap across AI-powered search, personalization, tastemaker-driven marketing, customer service, and shipping, furnished under Regulation FD and available as Exhibit 99.1 on its investor relations website.
How large is the 1stdibs (DIBS) marketplace according to the presentation?
The presentation states that 1stdibs has a catalog of nearly 1.9 million one-of-a-kind items as of Q2 2026, highlighting the scale and uniqueness of its inventory, which underpins the emphasis on AI search and personalization to match buyers with relevant items.
What search and AI performance metrics does 1stdibs (DIBS) report?
1stdibs reports that buyers who use search convert at nearly 4x the rate of buyers who do not, and that AI metadata enrichment has driven a 4% improvement in search success, defined by searches resulting in at least one item click.
What shipping cost and performance goals does 1stdibs (DIBS) describe?
The company aims to reduce shipping quotes by up to 30%, target an on-time shipping rate of over 85%, and reach over 95% tracking coverage. It notes current USPS rates at 30–50% off and parcel rate reductions of up to 8% from surcharge changes.
What does the 1stdibs (DIBS) presentation say about average order value and order complexity?
The presentation cites a $2,850 average order value as of Q2 2026 and describes examples of high-value, bulky shipments, positioning 1stdibs as handling more complex, higher-ticket transactions than typical online marketplaces.
How is 1stdibs (DIBS) changing its customer service model?
1stdibs has launched an AI Customer Service Agent, with inbound chat resolution rate increasing from 14% to 25% by late August. It is migrating to a new BPO partner offering phone support and 24/7 coverage, while positioning its in-house team for retention and high-value order support.
What social media milestones and initiatives does 1stdibs (DIBS) report?
The company reports reaching 1 million Instagram followers in Q2 2026, tripling video views quarter over quarter, and improving engagement rates through its Tastemakers ambassador program, which had over 50 participants since the June launch.
AI-generated analysis. How Rhea-AI works. Not financial advice.
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UNITED STATES
SECURITIES AND EXCHANGE COMMISSION
Washington, D.C. 20549
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FORM 8-K
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CURRENT REPORT
Pursuant to Section 13 or 15(d)
of the Securities Exchange Act of 1934
Date of Report (Date of earliest event reported): September 2, 2026
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(Exact name of registrant as specified in its charter)
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| (State or other jurisdiction of incorporation) | (Commission File Number) | (IRS Employer Identification No.) | ||||||
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Check the appropriate box below if the Form 8-K filing is intended to simultaneously satisfy the filing obligations of the registrant under any of the following provisions (see General Instruction A.2. below):
Securities registered pursuant to Section 12(b) of the Act:
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Indicate by check mark whether the registrant is an emerging growth company as defined in as defined in Rule 405 of the Securities Act of 1933 (§ 230.405 of this chapter) or Rule 12b–2 of the Securities Exchange Act of 1934 (§240.12b–2 of this chapter). Emerging growth company ☒
If an emerging growth company, indicate by check mark if the registrant has elected not to use the extended transition period for complying with any new or revised financial accounting standards provided pursuant to Section 13(a) of the Exchange Act. ☐
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Item 7.01 Regulation FD Disclosure.
On September 2, 2026, 1stdibs.com, Inc. (the “Company”) posted an investor presentation on its investor relations website at investors.1stdibs.com, which may be used in presentations by the Company's management to investors, analysts and others from time to time. A copy of this presentation is furnished as Exhibit 99.1 and incorporated into this Item 7.01 by reference.
The foregoing (including Exhibit 99.1) is being furnished pursuant to Item 7.01 and will not be deemed to be filed for purposes of Section 18 of the Exchange Act or otherwise be subject to the liabilities of that section, nor shall it be deemed incorporated by reference into any filing under the Securities Act of 1933, as amended, or the Exchange Act, regardless of any general incorporation language in such filings, except as expressly set forth by specific reference in such filing. The submission of the information set forth in this Item 7.01 shall not be deemed an admission as to the materiality of any information in this Item 7.01, including the information presented in Exhibit 99.1 that is provided solely in connection with Regulation FD.
Item 9.01 Exhibits.
(d)Exhibits.
| Exhibit Number | Description | |||||||
99.1 | Investor Presentation of 1stdibs.com, Inc. dated September 2, 2026 | |||||||
| 104 | Cover Page Interactive Data File (embedded within the Inline XBRL document) | |||||||
SIGNATURE
Pursuant to the requirements of the Securities Exchange Act of 1934, the registrant has duly caused this report to be signed on its behalf by the undersigned hereunto duly authorized.
| By: | /s/ Melanie Goins | ||||
Dated: September 2, 2026 | Melanie Goins General Counsel | ||||
Updated September 2, 2026 1stDibs Roadmap Review – September 2026
2 Updated September 2, 2026 Forward-Looking Statements and Non-GAAP Financial Information This presentation contains statements about 1stDibs.com, Inc.’s (the “Company”) future financial results, plans, and efforts to expand our market share that are “forward-looking statements” within the meaning of federal securities laws, including the Private Securities Litigation Reform Act of 1995. Forward-looking statements involve substantial risks and uncertainties. Any statements contained in this presentation that are not statements of historical facts, including statements regarding our future results of operations and financial position, business strategy and plans, objectives of management for future operations, long-term operating expenses, and expectations for capital requirements, may be deemed to be forward-looking statements. In some cases, you can identify forward-looking statements by the words “may,” “might,” “will,” “can,” “could,” “would,” “should,” “expect,” “intend,” “plan,” “objective,” “target,” “anticipate,” “believe,” “estimate,” “predict,” “project,” “potential,” “continue,” and “ongoing,” or the negative of these terms, or other comparable terminology intended to identify statements about the future. These statements involve known and unknown risks, uncertainties, and other factors that may cause our actual results, performance, or achievements to be materially different from the information expressed or implied by these forward-looking statements. For a detailed discussion of certain risks that affect our business, refer to the section entitled “Risk Factors” in our 2025 Annual Report on Form 10-K, and in subsequent reports that we file with the SEC. This presentation should not be relied upon for the purpose of evaluating the performance of the Company or for any other purpose, and neither the Company nor any of its affiliates, directors, officers, partners, employees, agents or advisers nor any other person, shall be liable for any direct, indirect or consequential liability, loss or damages suffered by any person as a result of this presentation or their reliance on any statement, estimate, target, projection or forward-looking statements in or omission from this presentation and any such liability is expressly disclaimed. In all cases, interested parties should conduct their own investigation and analysis of the Company and the information contained herein. This presentation should not be considered as a recommendation by the Company or any affiliate or other person in relation to the Company, nor does it constitute an offer to sell or a solicitation for an offer to buy the securities, assets or business of the Company, nor shall there be any sale of securities in any state or jurisdiction in which such offer, solicitation or sale would be unlawful prior to registration or qualification under the securities laws of any such state or jurisdiction or pursuant to an exemption therefrom. This presentation shall not form the basis of any contract. Any references to any future or proposed transaction are for illustrative purposes only and the terms of any such transaction, should it occur, may be materially different than the terms in this presentation. Forward-looking statements include, but are not limited to, statements about: our estimated market opportunity; our future financial performance and business model, including our expectations regarding our GMV, net revenue, cost of revenue, operating expenses, and our ability to achieve and maintain future profitability; our buyer and seller unit economics; our growth drivers and expectations as to future growth and our ability to manage growth; our key metrics; our cohort data; our strategies, plans, objectives, and goals; market demand for the products offered on our online marketplace and for online purchases of luxury design products generally; our ability to compete, scale our operations, attract and retain sellers and buyers, expand in our existing verticals and into adjacent verticals, increase our GMV and supply, expand our business within the U.S. and abroad, and launch additional business models; and economic and industry trends, projected growth, or trend analysis. This presentation is a high-level review of select 2026 roadmap initiatives. For additional context, please refer to our press release dated August 5, 2026 and filings with the SEC. The forward-looking statements in this presentation are subject to the risks and uncertainties discussed above.
Updated September 2, 2026 ● Building a Better Marketplace: 2026 Roadmap Development ● AI Search & Browse ● Personalization ● Tastemakers & Social Media Strategy ● Service ● Shipping Product Strategy & Roadmap
Updated September 2, 2026 Note: Customer problem statements are a representative sample drawn from surveys, focus groups, and UX research conducted across buyer and seller cohorts. The five projects featured within represent a selection of our broader 2026 roadmap. A Customer Problem-Driven Approach STEP 1 STEP 2 STEP 3 Customer Research Customer Problem Statements 2026 Roadmap Projects Extensive buyer & seller research to surface unmet needs and friction points across the platform Surveys Focus Groups UX Research Data Analysis Buyers can't find items they've seen in the real world — "I know it when I see it" Buyers search naturally but get limited or inaccurate results Buyers say our content feels stale and impersonal Prospective buyers perceive 1stDibs as out of touch or elitist Buyers confused by shipping costs and lack of upfront pricing Basic service needs require too much friction to resolve AI Search & Browse Personalization Tastemakers Service Shipping
Updated September 2, 2026 Building a Better Marketplace: 2026 Roadmap Pillars Discovery Eliminate the barriers to discovery so any buyer can find the perfect item on 1stDibs. Shipping Make shipping competitive, transparent, and seamless so it never stands between a buyer and a purchase. Trust Ensure every buyer has the confidence to transact — knowing the price is fair, the item is authentic, and the platform stands behind every purchase. Service Deliver an experience that deepens buyer and seller trust with every interaction.
Updated September 2, 2026 A Two-Phase Approach to Product-Driven Growth 1H 2026 2H 2026 & Beyond Build Technological Foundations & Capabilities Deploy Capabilities Into the Buyer & Seller Experience Image Search Visual search launched on mobile web and desktop ML User Profile Model Foundational two-tower personalization model ML Freight Quoting Prequote coverage expanded to nearly 90% of listings Customer Service AI Chatbot Pilot Launched AI-powered service for buyers and sellers Tastemakers Pilot Piloted Ambassador program and revamped social content strategy Semantic & Natural Language Search Search that understands buyer intent, not just keywords Personalized Buyer Experience & Marketing Campaigns Personalized homepage and discovery surfaces across the platform All-In Pricing Full shipping transparency before checkout, eliminating friction Service as a Competitive Differentiator AI and an upgraded BPO partner free our in-house service team to focus on retention and high-value order support Tastemakers at Scale Scaling authentic creator content to drive brand awareness, audience expansion, and paid media efficiency
Updated September 2, 2026 Discovery: AI Search & Browse
Updated September 2, 2026 ● Search is a critical entry point for high-intent buyer journeys. ● Buyers who search convert at nearly 4x the rate of buyers who don’t. ● Leading online marketplaces have shown that search is a core growth driver. ● Our search historically relied on exact keyword matching, requiring buyers to know industry terminology, limiting our reach. ● AI is shifting buyer search behavior toward conversational and image-first discovery. ● Search is underutilized at 1stDibs today, representing both a gap and a significant opportunity. Opportunity Challenges Search Opportunity & Challenges STRATEGIC PILLAR: Discovery AI Search & Browse
Updated September 2, 2026 Keyword Search Leaves Relevant Inventory Hidden 1930s Art Deco Sideboard in Walnut ✅ 1930s Art Deco Credenza ❌Vocabulary Gap: "Credenza" and "Sideboard" are functional synonyms. STRATEGIC PILLAR: Discovery Art, Deco, Sideboard 1930s Streamline Moderne Sideboard ❌Missed Match: "Streamline Moderne" is semantically Art Deco but lacks keywords.Art, Deco, Sideboard Art, Deco, Sideboard AI Search & Browse
Updated September 2, 2026 Shape curved serpentine STRATEGIC PILLAR: Discovery AI Metadata Enrichment Drove a 4% Improvement in Search Success AI Search & Browse Note: Search Success Rate Defined as the number of searches that result in at least 1 item click divided by the total number of searches. Color emerald green forest green Trend organic modernism biomorphic design collector piece LLM Output
Updated September 2, 2026 Control: “biomorphic sofa velvet” Variant: “biomorphic sofa velvet” STRATEGIC PILLAR: Discovery AI-Enriched Metadata Powering More Robust Search Results Before After AI Search & Browse
Updated September 2, 2026 Image Search: A New Way for Buyers to Find What They Love STRATEGIC PILLAR: Discovery For this search, they scrolled through 26 results and clicked on one Over a month, this new buyer conducted over 20 image searches User clicked this item That click led to a purchase AI Search & Browse
Updated September 2, 2026 The Next Unlock: Semantic & Natural Language Search STRATEGIC PILLAR: Discovery AI Search & Browse Semantic Understanding Leverage vector search and additional AI metadata to understand meaning beyond exact keywords. For example, buyers searching 'minimalist storage unit’ find 'mid century credenza'. Fuel adoption via contextual product marketing. Visual Search 2.0 Launch image search on our app and integrate with buyer’s existing visual inspiration, e.g. Pinterest Pins. Conversational Chat Add conversational search as an alternative discovery method. Buyers chat naturally with AI to get personalized recommendations, design advice, and inspiration. Sales agents will leverage as internal tools to help customers find the perfect item.
Updated September 2, 2026 Discovery: Personalization
Updated September 2, 2026 Personalization Opportunity & Challenges STRATEGIC PILLAR: Discovery ● A catalog of nearly 1.9 million one-of-a-kind items creates enormous potential: matching each buyer to inventory they may never have found on their own via deep, user-level understanding. ● Buyers who engage through search, favorites, and browsing generate rich signals that enable increasingly tailored recommendations. ● Historically, 1stDibs personalization was primarily explicit, surfacing items similar to what a buyer had already viewed, rather than reflecting genuine user-level understanding. ● Personalizing a one-of-a-kind catalog is complex. Unlike commoditized inventory, each item is unique, making traditional recommendation approaches more difficult. Opportunity Challenges Note: Listing count as of Q2 2026. Personalization
Updated September 2, 2026 Personalized Collections MVP + Explicit Signal Integration Behavioral data to drive recommendations at scale. Began surfacing items based on prior search history and favorited items. Q1 2026 Expanding Reach, Refining Relevance Refining models, expanding surfaces, improving relevance. This is now a continuous investment area, not a one-time build. In Progress User Profile Model Highest-performing homepage recommendation Building a persistent user embedding that captures long-term taste signals. This is the foundation that makes all future personalization more accurate. Q2 2026 STRATEGIC PILLAR: Discovery We launched several personalization initiatives, our biggest being the foundational user profile model Personalization Personalization Across Every Touchpoint We aim to expand personalization beyond recommendations into marketing, browsing, and site experience, so every interaction reflects individual taste and preferences. 2027
Updated September 2, 2026 STRATEGIC PILLAR: Discovery A Foundational User Profile — Powering Personalization Across 1stDibs Personalization ● Country ● Favorited items ● PDP Pageviews ● Median Price Viewed ● Dwell time ● Checkout Abandon Rate ● User Preferred Category ● Opted into Push/Email User Tower ● Category ● Creator ● Item Location ● Listing Age ● Price ● PDP PVs in last 10 days ● Messages received for this item ● Clip Image Embeddings Item Tower
Updated September 2, 2026 STRATEGIC PILLAR: Discovery Personalization Purvi Sophisticated, eclectic collector with refined taste in mid-century modern furniture, decorative objects, and curated vintage pieces across art, home décor, and design.
Updated September 2, 2026 STRATEGIC PILLAR: Discovery Personalization Purvi Sophisticated, eclectic collector with refined taste in mid-century modern furniture, decorative objects, and curated vintage pieces across art, home décor, and design.
Updated September 2, 2026 STRATEGIC PILLAR: Discovery Personalization Bradford Contemporary art collector with an edgy, conceptual eye. Drawn to bold pop art, graphic design, moody photography, and sculptural objects with a young, urban aesthetic.
Updated September 2, 2026 STRATEGIC PILLAR: Discovery Personalization Bradford Contemporary art collector with an edgy, conceptual eye. Drawn to bold pop art, graphic design, moody photography, and sculptural objects with a young, urban aesthetic.
Updated September 2, 2026 STRATEGIC PILLAR: Discovery Personalization Inspo slide for what end to end looks like -> fully personalized homepage, buyer experience nudges, email, push
Updated September 2, 2026 STRATEGIC PILLAR: Discovery Personalization
Updated September 2, 2026 Tastemakers & Social Media Strategy Discovery:
Updated September 2, 2026 Tastemakers Opportunity & Challenges ● By partnering with influencers whose audiences match our buyer profile, we authentically expand reach. ● Sharing Tastemaker content on our social channels will generate higher engagement rates, amplifying our organic presence beyond our existing following. ● Integrating ambassador video into our paid campaigns will lower cost per impression, expand reach, and improve overall media efficiency. ● 1stDibs brand awareness is limited outside our core audience, and reaching new audiences through traditional paid channels is costly. ● Traditional video content is costly to produce at scale, constraining the volume and variety of our creative output. ● Content quality varies across ambassadors, requiring ongoing curation to identify top performers and maintain brand standards. Opportunity Challenges STRATEGIC PILLAR: Discovery Tastemakers & Social Media Strategy
Updated September 2, 2026 This year we’re transforming our social media program by embracing the voices in our design community to bring narrative storytelling to life through lo-fi, user generated video. In Q2 this shift was accelerated by launching 1stDibs Tastemakers Q2 2025 STRATEGIC PILLAR: Discovery Tastemakers & Social Media Strategy Early results are promising: In Q2 2026, we hit 1M Instagram followers, tripled video views QoQ, and grew our engagement rate Q2 2026
Updated September 2, 2026 STRATEGIC PILLAR: Discovery Tastemakers & Social Media Strategy A key component of this strategy is launching 1stDibs Tastemakers: Turning our greatest asset — our community of design lovers and experts — into a discovery and growth engine Video at Scale Audience Expansion Purchase Consideration ● Highly Cost-Effective ● The Lo-Fi Engine ● Creative Variety ● Tastemaker Networks ● Paid Prospecting ● Strategic Messaging ● Full-Funnel Remarketing
Updated September 2, 2026 STRATEGIC PILLAR: Discovery We completed our pilot in May and relaunched the wider program on a dedicated ambassador platform to scale Tastemakers and content Tastemakers & Social Media Strategy
Updated September 2, 2026 STRATEGIC PILLAR: Discovery Tastemakers & Social Media Strategy Since our June launch, over 50 Tastemakers have joined the program spanning Interior Designers, Design Enthusiasts, and Creators – nearly 3x the initial pilot
Updated September 2, 2026 STRATEGIC PILLAR: Discovery Tastemakers & Social Media Strategy We’re seeing early success with audience expansion, particularly when leveraging “collaboration posts” with our Tastemakers Top posts achieving up to 4x our average reach Collaboration posts have had 2-3x our average engagement rate
Updated September 2, 2026 We are already using Tastemaker prompts to create content with key strategic campaign messages for both organic and paid social channels STRATEGIC PILLAR: Discovery Tastemakers & Social Media Strategy Greater video volume unlocks paid media efficiency. Tripling Tastemaker output in Q2 expanded our video testing pool, allowing us to identify winning creative faster and driving improvements in both click-through rate and traffic.
Updated September 2, 2026 Our long term vision is a flywheel where authentic content drives community engagement, fueling high-quality new Tastemaker applications, and ensuring a constant pipeline of fresh, diverse content to leverage across the funnel email with video i -- trust marketing angle in it Authentic Content Community Engagement High-Quality Applicants STRATEGIC PILLAR: Discovery Tastemakers & Social Media Strategy
Updated September 2, 2026 Service
Updated September 2, 2026 Service Opportunity & Challenges STRATEGIC PILLAR: Service ● Due to the unique nature of the items on our platform, we have a high contact-to-order ratio – this is an opportunity for us to deliver great experiences and drive retention. ● AI is dramatically changing the customer support experience, freeing up resources to better support customers proactively. ● Transactions on our platform are more complex than typical e-commerce. ● Because our orders are so high touch, it is difficult to deliver the level of support our customers require at the scale of our marketplace. Opportunity Challenges
Updated September 2, 2026 1stDibs sits at a truly unique intersection of industries: We have a vast inventory. We have an extremely high AOV. We regularly ship large, fragile, bulky, and valuable goods across borders and oceans. Our support model will shift to reflect the needs of the buyers, sellers, and goods that we sell. <$200 Average Order Value $2,850 Average Order Value Shifting Support to Match High-Value Complexity & Drive Retention STRATEGIC PILLAR: Service Typical Online Marketplaces Note: 1stDibs AOV as of Q2 2026. $145,000 Chandelier Set – Each over 8 feet tall and 5 feet wide, had to be disassembled and reassembled $64,000 Sculpture – Weighing over 1,400 pounds and requiring a small crane and forklift to offload
Updated September 2, 2026 Since launch in June, Resolution Rate for inbound chat has increased from 14% to 25% by late August. Phase 1 & 2 – Launched AI Customer Service Agent & Upgrading BPO STRATEGIC PILLAR: Service In June, we launched our AI Customer Service Agent. We plan to scale the problems AI can solve and the channels it can serve through the rest of the year and into 2027. We began migrating to a new BPO partner that can provide Phone Support and 24/7 Coverage. We have three primary objectives we wish to solve with our partner: Increase volume of support Increase quality of support Unlock phone support at lower cost Note: BPO denotes Business Process Outsourcing, in this case, third-party customer service. Resolution Rate is defined as the percentage of inbound inquiries fully resolved by the AI agent without human handoff.
Updated September 2, 2026 AI and a best-in-class BPO partner free our in-house team to focus on what drives the most value: retention and high-value order support Phase 3 – Customer Service as a Differentiator: Delivering Retention & Growth via our In-House Team STRATEGIC PILLAR: Service Proactive Order Monitoring & Management We plan to evolve from inbound support model to a proactive support model when we detect an issue. At our price point, delivering confidence and addressing problems proactively can be a key differentiator. AI-Driven Efficiency Enables In-House Sales Concierge We hypothesize that combining the capabilities of AI, our vast inventory, and our in-house team that understands how to facilitate complex transactions, we will be able to leverage our team to drive incremental sales.
Updated September 2, 2026 STRATEGIC PILLAR Shipping Shipping
Updated September 2, 2026 Shipping Opportunity & Challenges STRATEGIC PILLAR: Shipping ● Reduce shipping costs to remove a leading driver of checkout abandonment. ● Transparent delivery timelines set clear expectations upfront, reducing friction and buyer uncertainty. ● Real-time tracking on every order delivers the post-purchase visibility buyers expect on high-value transactions, encouraging repeat orders. ● Shipping costs block conversion. Fees that represent a significant share of item value drive purchase abandonment. ● Unclear delivery timelines undermine buyer confidence. Without reliable estimates, buyers hesitate on considered purchases. ● Post-purchase tracking is limited. For high-value orders, the lack of real-time updates undermines buyer confidence. Opportunity Challenges
Updated September 2, 2026 STRATEGIC PILLAR: Shipping Competitive Pricing We aim to reduce shipping quotes by up to 30% to bring 1stDibs-managed rates in-line with the market. Benefit: Lower, accurate quotes reduce cart abandonment and increase conversion. Three Pillar Shipping Strategy 1 Eliminate sticker shock On-Time Shipping Targeting over 85% on-time shipping. Sellers who consistently meet delivery standards gain standing recognition and faster payouts. Benefit: Consistent on-time delivery turns a transaction into a trusted experience, deepening buyer confidence in the platform. 2 Faster, more reliable shipping Valid Tracking Our goal is to have every shipment include valid tracking, whether Sellers use 1stDibs or their own carrier — giving buyers end-to-end visibility. Benefit: End-to-end shipment visibility reassures buyers after checkout, reducing support contacts and strengthening trust in 1stDibs. 3 Every shipment, tracked
Updated September 2, 2026 STRATEGIC PILLAR: Shipping Competitive & Transparent Pricing What have we launched? ● USPS Rates: 30-50% off; for parcel items under 20 lbs. ● ML Freight Quotes: Increased prequote coverage by approximately 10 ppts to nearly 90% ● Estimated Duties: All-in intl. pricing on PDP & checkout ● Parcel Surcharge Enhancements ○ Reduced parcel rates by up to 8% What is upcoming? ● Enable additional postal carriers (DPD UK and CanadaPost) ○ Targeting 70-80% discount for UK and Canada shipments ● “Bill for Actuals” MVP ○ Targeting 10-30% discount on parcel shipments Note: A prequote is an item that gets published to the marketplace with a shipping quote attached to the item. This can either be a calculated quote (1stDibs generated quote) or flat-rate quote (seller generated quote). Items featuring prequotes have a higher conversion rate compared to those without.
Updated September 2, 2026 STRATEGIC PILLAR: Shipping On-Time Shipping & Handling Current Future What is upcoming? ● “Ship-to-Earn” MVP (H2 2026) ○ Seller payouts gated on valid tracking or proof of delivery ● Review and reduce handling times where applicable (H1 2027) >85% ON-TIME SHIPPING (OTS) RATE Platform-wide OTS target
Updated September 2, 2026 STRATEGIC PILLAR: Shipping Valid Tracking on Every Shipment What have we launched? ● Tracking via EasyPost (Launched Q2 2026) ○ All parcel shipments tracked via EasyPost. Integration expected to significantly expand our carrier coverage over time ○ Freight carrier tracking via EasyPost — buyers track large items end-to-end What is upcoming? ● Vendor Pilot (H2 2026) ○ Expand freight tracking coverage >95% TARGET TRACKING COVERAGE Note: 26% of orders still lack delivery data — driving the Q3 tracking mandate
Updated September 2, 2026 Tha nk You ! Thank You!