June 17, 2020
Why Doddle joined forces with KIOSK to provide self-service returns in retail stores
We all know that returns are an essential part of the consumer journey, but they can cause retailers some serious trouble to process. Instore returns are a great way to recapture lost revenue from returns, but processing them at the checkout can cause longer lines, creating more work for staff and longer wait times for customers who are trying to buy something.
While 61% of Americans prefer to return goods instore according to UPS research, those retailers who do offer instore returns generally have not adapted specifically for this customer journey. Customers with a return transaction often have to wait in line with everyone else to sort their return out and after their handover, may wait up to 3 weeks for credit card refunds (where these are offered).
Because these handovers tend to be manual processes with minimal digital record, customers don’t receive any automated email communications or information, which often leads them to contact customer support with regards to their refund status or to confirm the return has been registered. Retailers also do not gather information on their customer profile and are less likely to capture the reason for return accurately in a way that is visible across the business. Ideally, retailers need to be able to understand which products are returned more often than others, and which customers return products at a higher rate.
If they can capture returns reasons digitally, they will be able to address issues further up the customer journey like sizing and labelling issues, or common design problems. By associating customer returns to a customer profile, retailers can improve the effectiveness of their marketing expenditure and product performance, because they can account for the impact on margins of returns.
However, in a busy store environment, it is not always reasonable to expect staff to both serve customers, handle returns and input this data, as well as maintaining their other duties. That’s why Doddle has partnered with KIOSK Information Systems, a market leader in self-service solutions for retail. We’re bringing our expertise in digital returns and customer experience and combining it with KIOSK’s best-in-class hardware and in-store automation expertise to create Self-Service Returns Kiosks. These offer customers a chance to skip the checkout line and input their own information via the user-friendly touchscreen interface. KIOSK’s varied components also offer the flexibility for customers to print receipts, scan bar codes as well as deposit returned merchandise in a locked storage bin.
Alternatively, they can book ahead using the digital portal, linked via the retailer website, and hosted by Doddle. Then they just need to scan the code once they’re in store, and the label will be automatically printed. Once they’ve applied the label and dropped the parcel into the hatch, they’re free to shop.
Either way, thanks to Doddle’s returns platform in combination with KIOSK’s self-service hardware, the customer will enjoy a quick and convenient return with automated email communications including receipts and customisable marketing offers. Both the communications platform and the kiosks themselves are fully brandable, allowing retailers to own the full customer journey from acquisition to return and re-acquisition. With KIOSK hardware and Doddle software, US retailers now have a way to manage instore returns that keeps customers happy and gives them more time to shop.