M&S online returns can now be processed at 280 Simply Food locations

M&S online returns can now be processed at 280 Simply Food locations

Marks & Spencer has expanded its partnership with parcel store network Doddle in a move that means online clothing returns can now be processed at some of the retailer's Simply Food locations. 

While customers could previously collect their online orders in Simply Food stores, items could only be returned at larger Marks & Spencer stores. The 'Powered by Doddle' solution now enables a simpler and more convenient service for customers to collect and return their orders in one place at hundreds of Simply Food stores.

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.

'Powered by Doddle' is Doddle's retail technology platform that enables retailers to rapidly roll out 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 and to drive incremental sales from increased store footfall.

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 "extremely satisfied" with the in-store experience, according to the British fashion and food retailer.

Meanwhile, 85% of customers claimed the ability to return online purchases at Simply Food locations would encourage them to order more frequently, and 97% said they would use the service again.

"We've responded to increasing demand from our customers for more choice and convenience when it comes to collecting and returning their online orders. Providing customers with a consistent customer experience, regardless of which Marks & Spencer store they're in, is key to making every moment special," says Richard Pugh, head of M&S.com logistics and returns.