Tuesday, 12 May 2020 13:55

CouriersPlease launches online shopping ‘return from home’ service

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Franchised parcel delivery service CouriersPlease is claiming an Australia-first with the launch of a self-service return from home solution for online shoppers looking to return items more conveniently, while complying with social-distancing rules imposed during the COVID 19 lockdown.

CouriersPlease says the new service enables shoppers to social distance, “provide greater confidence if they are new to online shopping, and offer retailers a competitive advantage”.

The service is being offered through the CouriersPlease (CP) Boomerang portal, a tool for retailers to offer to their customers.

CouriersPlease says Boomerang has allowed customers to return unsuitable online purchases to one of 850-plus conveniently located drop-off points at its parcel collection network to be picked up by a CP driver and returned to the retailer’s warehouse for processing.

“Now, CP has extended the service by enabling shoppers to book their own flat-rate return through the retailer, which sends the details directly to the Boomerang service,” says CouriersPlease.

“Customers nominate a location from which their returns can be picked up by CP, and a time. The new service within Boomerang is available to customers of retailers who onboard Boomerang into their returns systems.

“CP is currently the only carrier in Australia offering this service. Alternative returns products in the market require a customer to drop off goods at the local post office, or requires a retailer to organise a pick-up on the customer’s behalf.”

CourierPlease announced that Forever New is the first retailer to use Boomerang, and prior to the partnership, Forever New customers could process their returns either in-store or by dropping off their parcel at a post office or post box.

“Now, customers can choose the return from home solution on the Forever New website. In a three-step process to organise a return, customers select their pick up location, enter their order number, contact details and time of pick up, then pay for their returns label (to be printed and attached to the package). The parcel is collected by a CP driver from a customer’s front door, then sent back to the Forever New warehouse for processing,” the courier service says.

Paul Roper, Chief Commercial Officer at CP, says: “We’re pleased to launch our return from home solution with Forever New, which like CP, is always looking to innovate and enhance the customer experience”.

“We believe Boomerang will help boost sales for retailers who take up this service, as it provides customers with confidence when shopping online. High drop-off rates at the online checkout are not uncommon for e-tailers to see, with customers often concerned about items not fitting and the inconvenience of having to return them.

“Boomerang helps overcome this problem by making returns easy, which in turn, provides retailers with an advantage over their competitors. Boomerang’s contactless returns service for consumers is now more relevant in an environment of social distancing.”

Carolyn Mackenzie, Managing Director at Forever New, says: “We’ve chosen to partner with CouriersPlease for our returns process as it is a service that customers know and trust, and delivers Australia-wide. Some customers who haven’t previously shopped online are not used to the returns process. Boomerang makes returns more convenient and allows customers to complete the whole shopping journey from the comfort of their home.”

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Peter Dinham

Peter Dinham - retired and is a "volunteer" writer for iTWire. He is a veteran journalist and corporate communications consultant. He has worked as a journalist in all forms of media – newspapers/magazines, radio, television, press agency and now, online – including with the Canberra Times, The Examiner (Tasmania), the ABC and AAP-Reuters. As a freelance journalist he also had articles published in Australian and overseas magazines. He worked in the corporate communications/public relations sector, in-house with an airline, and as a senior executive in Australia of the world’s largest communications consultancy, Burson-Marsteller. He also ran his own communications consultancy and was a co-founder in Australia of the global photographic agency, the Image Bank (now Getty Images).

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