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M&S expands click and collect returns offer to Simply Food stores


Marks & Spencer has expanded its click and collect returns offer to allow such returns to take place at Simply Food stores.
Customers could previously only collect their online orders in Simply Food stores but had to use larger M&S stores to return goods. The new service, which uses Doddle’s ‘Powered by Doddle’ technology on Marks & Spencer’s existing instore devices, was initially trialled in seven locations from June 2017. It will now be available across 280 Simply Food locations, and in more by the end of the year.

Since implementing the new Doddle service, M&S claimed that 90% of customers claimed to be “extremely satisfied” with the in-store experience and 85% of customers claimed that the ability to return online purchases at Simply Food locations would encourage them to order more frequently.

“We’ve responded to increasing demand from our customers for more choice and convenience when it comes to collecting and returning their online orders,” said Richard Pugh, head of M& logistics and returns. “Providing customers with a consistent customer experience, regardless of which Marks & Spencer store they’re in, is key to making every moment special.”

“Marks & Spencer was looking to find a way to efficiently handle returns in its Simply Food network,” said Gary O’Connor, Doddle chief technology officer. “With Powered by Doddle we were able to provide a simple, intuitive in-store workflow that was easy for staff to adopt while minimising the impact on retail operations.”

Image credit: M&S and Doddle

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