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M&M Direct partners with CollectPlus to offer £1 customer returns to online shoppers

Posted on 10/11/2010 by Marketing

Online retailer teams with innovative delivery service to provide low-cost returns option that maintains a focus on offering customers the best price

MandM Direct.com, the UK’s largest discount clothing retailer, today announce a new service that allows customers to cover the cost of returning a product, usually £3.99, for just £1.49 when they make a purchase.

Launched in partnership with CollectPlus (www.collectplus.co.uk/), a breakthrough parcel service that fits in with the lives of busy consumers, this new service not only brings transparency to the returns processes, but means shoppers can return products via a local store, seven days a week, rather than finding the time to brave queues during a Post Office’s limited opening hours.

This new offering is a response to consumer demand for clear, simple and cost effective returns processes. Returns are an ongoing issue for consumers, with 58% of online shoppers saying that a lack of clarity and transparency can put them off buying from a retailer altogether. Whilst more than one in ten (12%) online shoppers buy products with the intention of returning all or part of their order, more than half (59%) of online shoppers expect these returns to be free*.

These consumer expectations fail to take in to account that “free” returns will often be the result of hidden costs, and that retailers can only offer the lowest product prices, and protect thin margins, by being transparent when it comes to the cost of deliveries and returns.

Neil Sansom Marketing director, MandM Direct said: “Clear and simple returns processes are increasingly important to savvy consumers that will take their purchasing power elsewhere if they don’t like what they see. In the value sector, free returns are not an option if we want to continue offering our shoppers the best prices all year round. This new service not only gives our customers the option to pay a small amount for a guaranteed return, but with CollectPlus it also makes the process much more convenient than ever before.”

Mark Lewis, CEO, CollectPlus, said: “M&M Direct is among those online retailers that recognise the importance of the customer experience when it comes to the last mile of internet shopping – deliveries and returns. Busy consumers need services that fit in with their day-to-day lives, and this cost-effective and simple solution to product returns is one that we expect to see more and more retailers consider in the coming months.”

MandMDirect.com customers that choose to take up the service will pay £1.49 at the point of order for a CollectPlus label. The label is then printed onto the MandM delivery note. Customers that wish to return unwanted goods simply re-package the product, attached the CollectPlus label, and drop the parcel of at one of the 3,500+ corner shops that are part of the CollectPlus network. Customers can find their nearest CollectPlus store by visiting: www.collectplus.co.uk

* YouGov, CollectPlus online shopping research, June 2009.

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