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InPost launches first label-free returns service with Missguided

Tom Shearsmith
24 March 2021

Locker delivery service InPost has announced the launch of a new industry first QR code returns system, removing the need for customers to use or print labels.

Shoppers will only have to scan their QR code at the locker and put the parcel inside, making the returns process faster, easier and more environmentally friendly, saving paper and preventing wastage.

Leading fashion retailer Missguided, which has seen sales increase by 200% during the pandemic, is one of the first UK retailers to introduce the new service to its customers.

The recent boom in online shopping has driven a surge in demand for returns, yet they remain a difficult and inconvenient part of the online shopping journey, with 83% of people who shop online saying retailers should do more to make the returns process as easy and fuss-free as possible.

Research commissioned by InPost, revealed that many shoppers don’t have access to printers at home to print returns labels, including as many as 44% of Gen Z and millennials (18-34 year olds). In addition, two-thirds (66%) of this younger group would rather use a code that can be scanned on their phone than put a physical label on their parcel.

Overall, the majority (86%) of online shoppers say that a poor returns experience will put them off shopping with a retailer again, and around half say there is too much paperwork and admin with most returns. An increasing number are also focused on the environmental impact of delivery and returns.

Jason Tavaria, CEO at InPost UK said: “For retailers, returns are becoming a huge part of the customer experience, core to driving customer lifetime value and competitive advantage. This is even more important at a time when the trading environment remains challenging. InPost partners with retailers to offer an easy and stress-free returns experience so they can enjoy happier, more loyal customers.”

Nick Bamber, Chief Growth Officer at Missguided added: “We’re really excited to be able to offer our customers even more choice when it comes to returns. Keeping things super simple and convenient for our shoppers is more important than ever, especially given how much of their shopping experience is already on their mobiles. Having the option to send returns back within seconds, using just a phone, is exactly the type of innovation that will appeal to our customer base.”

In January, InPost announced the roll out of digital receipts across its locker network, meaning customers can receive proof of postage directly to their smartphone.

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