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Tuesday 21 May 2019


M&S partners with Doddle for online returns

Written by Peter Walker

Marks & Spencer has expanded its partnership with Doddle to provide easier online returns from M&S.com across its Simply Food stores.

While customers could previously collect their online orders in Simply Food stores, items could only be returned at larger M&S stores. Doddle now enables 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.

Since implementing the new service, 85 per cent of customers returning products claimed that the ability to return online purchases would encourage them to order more frequently.

Richard Pugh, head of M&S.com logistics and returns, said the move was in response to increasing demand from customers for more choice and convenience when it comes to collecting and returning their online orders.

“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,” he added.

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