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M&S rolls out new digital click & collect and returns model

Marks & Spencer is rolling out a new digital click & collect and returns offering for customers in-store as it looks make their shopping journey easier… View Article

GENERAL MERCHANDISE

M&S rolls out new digital click & collect and returns model

Marks & Spencer is rolling out a new digital click & collect and returns offering for customers in-store as it looks make their shopping journey easier and more efficient.

Launching in 78 stores this year, the rollout includes a new self-service digital click & collect and returns facility as well as the introduction of a new mobile-friendly paperless returns process.

M&S said the click & collect option, which is now live in 22 stores, has proved popular with customers as it has replaced  the traditional manned collection desks that typically have queues during busy periods.

Meanwhile, the new mobile-friendly customer returns journey allows customers to select their preferred route for returning any items purchased on the M&S.com platform. The retailer said the portal was created using direct customer feedback and aims to remove “pain points” within the shopping journey such as the need to visit third party courier websites, using a printer, and finding the right paper summaries amongst orders.

Steve Kemp, head of digital retail at M&S, said: “Customers are looking for quick and convenient solutions like the option to click & collect on their terms when they want – which is now the number one choice for orders on M&S.com. At M&S we’re building a seamless omnichannel network so that customers can shop however they choose with us, and with the rollout of new digital click & collect and returns we’re making it even faster, meaning it’s never been easier to shop our range of fantastic products.”

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