New Look has rolled out return kiosks in partnership with ZigZag Global across a selection of its stores this week.
The aim is to reduce the amount of time spent by in-store staff processing returns, whilst improving data collection.
After entering information online, customers can choose ‘Return to Store’ as an option and, rather than printing out a sticker, will receive a QR code.
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Rachel Troke, Senior Product Manager at New Look, says: “One of the key drivers for launching the kiosks was that we weren’t getting the right data from our customers on why they were returning in-store.”
“A lot of items were being marked down as unwanted. A trend that didn’t match up with what we were seeing with our online returns.”
She adds: “We suspected that customers were perhaps too shy to dive into the exact reason for making the return with the store colleague. It is understandable to not want to discuss potential sizing issues with a stranger.”
“The in-store kiosks bring back that comforting anonymity you get with online returns for the customers whilst providing better data for our buying teams. We will now get close to 100% coverage across our e-commerce returns, collecting valuable data that will allow us to make smarter, more informed decisions.”
As brands look to recoup some of the cost associated with reverse logistics, many have moved to paid returns.
Whilst New Look introduced a £1.99 charge, the retailer has never charged for returns processed in-store, leading to it becoming an increasingly popular method this year.
Al Gerrie, Co-Founder and CEO at ZigZag, says: “We have been thrilled to work alongside New Look to expand their in-store returns offering and enhance their customer experience.”
“The modern day retail customer wants choice. Whether that’s a choice from a range of products when purchasing or different carrier and drop off options available when returning, it is vital retailers cater to as many customer needs as possible.”
“This latest innovative approach from New Look will provide customers with a free returns option, improving customer satisfaction whilst driving footfall to its shops. A win for all.”
“The project launched this week, so keep on the look out for the new drop off kiosks if you are indeed one of New Look’s many fashionable customers.”
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