M&S offers returns at Simply Food stores

Marks & Spencer shoppers will now be able to return items at the retailer’s Simply Food stores, following an expansion of its partnership with Doddle.

While M&S customers have been able to collect online orders from Simply Food stores for some time, shoppers wanting to return goods had to visit a larger Marks & Spencer store.

Using Doddle’s ‘Powered by Doddle’ white-label solution, the retailer can now also process returns at 280 food outlets, with more stores planned for later in the year.

Since implementing the new service, 90% of M&S customers have said to be “extremely satisfied” with the in-store experience, while 85% claimed the ability to return online orders at Simply Food stores would encourage them to order more frequently.

“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,” said Richard Pugh, head of M&S.com logistics & returns.

“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.”

Gary O’Connor, Doddle CTO added: “Marks & Spencer was looking to find a way to efficiently handle returns in its Simply Food network. With Powered by Doddle we were able to provide a simple, intuitive in-store workflow that was easy for staff to adopt while minimising the impact on retail operations.”