Returnly Launches In-Store Returns For Online Merchants To Improve Customer Experiences

Online returns management solution Returnly launches In-Store Returns, a new solution that enables retailers and brands to offer safe, convenient online return drop-offs at brick-and-mortar locations.

Shoppers can quickly return online purchases, without boxes or labels, for an immediate refund. As a result, merchants can significantly shorten return to stock times by immediately adding merchandise back into in-store circulation, or aggregate shipping to their preferred warehouse.

Returnly’s “In-Store Returns” comes at a crucial time for customers and merchants due to the COVID-19 pandemic.

The spike in demand for online shopping, delayed shipping times, and extended return turnaround driven by increased safety precautions and stay-at-home measures for staff, has resulted in more unsold merchandise in circulation than ever before.

This results in longer wait times for refunds, creating frustration for customers and a massive increase in customer service ticket volume. 

“Even the most efficient retailers experience dead inventory during the best of times, and the Coronavirus pandemic has created new delays and frustration for merchants and customers alike.” said Eduardo Vilar, CEO and founder of Returnly.

In-Store Returns Is Fully Customizable

The new In-Store Returns feature is designed to be dynamically turned on and off based on the status of each store, enabling store managers to easily customize services and messaging to best set customer expectations for their drop-off experience.

After starting their return via an online returns portal, shoppers will be given the option to bring their merchandise to the retailer’s nearby brick-and-mortar location without having to print a label or package the return.

In-Store Returns is the latest feature in Returnly’s suite of digital return experiences helping retailers combat challenges created by COVID-19.

The company’s Instant Credit and Exchange experience has helped online merchants maintain sales and elevate customer satisfaction while allowing customers to get the right item even before returning the wrong one.

With zero delay between the customer requesting the exchange and the order being placed, merchants are able to eliminate “Out of Stock” frustrations from taking place.

Eliminating returns friction for customers is a key factor when shoppers make decision to order again as a recent study by UPS found that 73 percent of shoppers considered their returns experience a factor if they would shop from the online retailer again.

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