Independent retailers can now offer an ASOS-like returns experience – including prepaid postage, access to 12,500 drop-off locations and online tracking – following an update to James and James Fulfilment’s tracking and returns portal, ViewPort.
Consumers could previously use ViewPort to track their order from store to door, initiate a return online and print a returns address label. Now, retailers can opt to provide prepaid postage, enabling consumers to print a returns shipping label at home or receive a QR code to take to their local Post Office or Royal Mail Customer Service Point.
The shipping of the return is also tracked, with consumers notified via ViewPort when Royal Mail first receives it and when it reaches a James and James fulfilment centre for processing. Retailers receive the same notifications – along with structured data on the reasons for returns – enabling them to monitor inventory that is in transit and update products in line with customer feedback.
Streetwear clothing specialist, UKK.Fashion, was among the first retailers to trial the upgraded portal, allowing it to offer free returns via its own online store, as well as its Amazon and eBay channels.
Julie Robinson, Operations Manager at UKK.Fashion, says: “When, like us, you’re selling the same brands as bigger players, you really need to differentiate yourselves, whether on price, service or returns. The James and James team were open to our ideas on this, collaborated with us to develop a solution, and have created a returns process that is very easy for customers to use.”
James Hyde, CEO and Co-founder of James and James Fulfilment, adds: “With more consumers wanting to recreate the fitting room experience at home, returns have surged in recent months. With that demand has come increased expectations – consumers want a quick, simple, contact-free process, while retailers want better insights into returns as they happen. Our latest update meets both demands.”