InPost, a leading out-of-home and eCommerce delivery company, today launches a brand new QR code returns solution designed to simplify the process of returning items bought online by removing the need for customers to use or print labels, an industry first.
‘Instant Returns’ is being launched in response to calls from customers for retailers to make returns easier and to better fit around their lifestyles, something especially sought-after by younger and more tech-savvy shoppers.
This is the first returns service where there is no need to print a label at home or at the drop-off point. All shoppers have to do is scan their QR code at the locker and put the parcel inside. Removing labels means returns can be easier, faster and also greener, saving paper and preventing wastage of unused printed labels.
Leading fashion retailer Missguided, which has seen sales increase by 200% during the pandemic, is one of the first UK retailers to introduce the new service to its customers.
The recent boom in online shopping has driven a surge in demand for returns, yet they remain a difficult and inconvenient part of the online shopping journey – with 83% of people who shop online saying retailers should do more to make the returns process as easy and fuss-free as possible.
Research commissioned by InPost – based on a survey of over 2,000 online shoppers conducted by Opinium – reveals that many shoppers don’t have access to printers at home to print returns labels, including as many as 44% of digitally native Gen Z and millennials (18-34 year olds). In addition, two-thirds (66%) of this younger cohort would rather use a code that can be scanned on their phone than put a physical label on their parcel.
The impact of getting this right is important for retailers: Overall, the majority (86%) of online shoppers say that a poor returns experience will put them off shopping with a retailer again, and around half say there is too much paperwork and admin with most returns. An increasing number are also focused on the environmental impact of delivery and returns.
Jason Tavaria, CEO at InPost UK, said: “We know that returns are one of the most painful parts of the eCommerce journey and can be stressful and time-consuming. So InPost have built a solution that takes away the pain and ditches the label, making it possible to return items in seconds whilst at super convenient locations. It also helps reduce the wasted returns labels that retailers send in their packaging.
“For retailers, returns are becoming a huge part of the customer experience, core to driving customer lifetime value and competitive advantage. This is even more important at a time when the trading environment remains challenging. InPost partners with retailers to offer an easy and stress-free returns experience so they can enjoy happier, more loyal customers.”
Nick Bamber, chief growth officer at Missguided, said: “We’re really excited to be able to offer our customers even more choice when it comes to returns. Keeping things super simple and convenient for our shoppers is more important than ever, especially given how much of their shopping experience is already on their mobiles. Having the option to send returns back within seconds, using just a phone, is exactly the type of innovation that will appeal to our customer base.”
InPost’s new Instant Returns solution is available to use 24 hours a day, seven days a week. With the label replaced by a QR code scanned at the locker, it is completely self-service, giving online shoppers ultimate control, and takes as little as 10 seconds to complete.