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Marks & Spencer has made it easier to make online returns across its Simply Food stores with new software

The organisation has expanded its partnership with Doddle to enable a simpler and more convenient service for customers to collect and return their orders in one place at hundreds of Simply Food stores. 

Previously, customers that collected their online orders in Simply Food stores could only return them at larger Marks & Spencer stores. 

Using Doddle’s ‘Powered by Doddle’ technology on Marks & Spencer’s existing in-store devices means it can offer its customers hundreds of additional locations to return online purchases with minimal additional resource. 

The solution was initially trialled in seven locations from June 2017 and will now be available across 280 Simply Food locations, with more stores planned throughout the year. 

Seamless experience 

Powered by Doddle is Doddle’s retail technology platform which enables retailers to rapidly roll out sector leading collections and returns solutions customisable to their own brand. 

Customer experience features including communications and tracking platforms enable retailers to offer a seamless online to offline experience.

Since implementing the new Doddle service, feedback from Marks & Spencer customers returning products at Simply Food stores has been overwhelmingly positive with
90% of customers being “extremely satisfied” with the in-store experience and 85% of customers saying that the ability to return online purchases at Simply Food locations would encourage them to order more frequently.

Richard Pugh, head of M& logistics & returns, said: “Doddle delivered a solution that put our customers at the heart, while providing our carrier partners with more visibility to work efficiently and supported store colleagues to deliver brilliant customer service. We are now better equipped to provide customers with quick and easy returns and refunds.” 

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