Monday, 19 August 2019 02:04

CouriersPlease launches new Boomerang returns service for etailers, online shoppers Featured

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Australian franchised parcel delivery service CouriersPlease (CP) has launched a new self-serve, low cost returns portal - named Boomerang - which it says will enable e-tailers of all sizes to focus their resources on selling their products instead of allocating costly resources to handle the challenge of reverse logistics.

Launching the new portal CP said revenue in Australia’s e-commerce market is expected to grow 14% over the five years through 2018 to 2023, bringing the total revenue to $24 billion – and with the retail industry experiencing strong growth in purchases for both physical and service products, and an inevitable increase in returns.

CP reveals research it has undertaken that shows returns need to be easier and more affordable for online shoppers, with 53% of Australian online shoppers saing returns processes offered by various e-tailers need to be easier, while nearly a third (29%) have indicated that having a courier pick up and return their item would most motivate them to return unsuitable products.

Boomerang allows customers to return their unsuitable online purchases to a conveniently located drop-off point, which will then be collected by a CP driver and returned to the retailer’s warehouse for processes.

Boomerang allows customers to return their unsuitable online purchases to a conveniently located drop-off point, which will then be collected by a CP driver and returned to the retailer’s warehouse for processing.

And Boomerang customers can also print out a consignment label for their returns parcel. Once the item is collected, it can be delivered directly to the retailer’s warehouse for processing or consolidated at a CP facility for a more cost-effective solution.

The return booking and lodgement process takes shoppers 5 minutes, with the items collected by CP to be processed by the retailer as per their returns or refund policy.

Jessica Ip, Head of Commercial & Transformation at CP, says, “CouriersPlease is thrilled to launch the new Boomerang returns portal which will streamline the returns process and make it easier for both consumers and e-tailers”.

“Online shoppers want to be able to purchase with confidence and return an order easily if it isn’t suitable – they don’t want to feel disincentivised to return an item. Similarly for retailers, having a seamless returns experience is so important because it influences purchasing decisions, promotes repurchasing, as well as increasing customer loyalty to a brand.

“It can be a point of competition for online retailers and can often be the only differentiator for customers when deciding where to purchase.

“Boomerang offers a simple and transparent solution that takes shoppers just minutes to organise a return. It also offers retailers an end-to-end solution, ensuring they won’t need to spend time managing and following up a return. The speed of the return to the warehouse and faster turnaround time for returns also means items will be put back on the shelf or online quicker,” Ip concluded.

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Peter Dinham is a co-founder of iTWire and a 35-year veteran journalist and corporate communications consultant. He has worked as a journalist in all forms of media – newspapers/magazines, radio, television, press agency and now, online – including with the Canberra Times, The Examiner (Tasmania), the ABC and AAP-Reuters. As a freelance journalist he also had articles published in Australian and overseas magazines. He worked in the corporate communications/public relations sector, in-house with an airline, and as a senior executive in Australia of the world’s largest communications consultancy, Burson-Marsteller. He also ran his own communications consultancy and was a co-founder in Australia of the global photographic agency, the Image Bank (now Getty Images).

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