parcellab and M&S

Create new reasons for people to love M&S by building a standout returns experience tailored to your customers.

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m&s your order on its way

The M&S annual report shared that “Dual channel shoppers spend twice as much as those shopping only in store “. It’s not always easy to replicate the in-store experience via e-commerce, especially during returns!

Knowing that 84% of UK online shoppers wouldn’t buy from a retailer again after a bad returns experience, it is more important than ever before to focus on returns.

We’ve placed a test order to analyse YOUR returns experience and compared it to top retailers in the UK. Here are the results.


What we liked!

free returns hands love

You’re offering an innovative and sustainable return option with a paperless QR code. Only 12% of the top 200 UK retailers offer it!


M&S returns refunded in 6 days, that’s 33% faster than the average retailer!


parcelLab tips and recommendations to improve M&S returns experience

m&s shopping cart

1. Put your data to work!

Returns and refunds create so much data from many different sources. This data needs to be cleaned, analysed, harmonised and harnessed to create an engaging experience. By using a digital returns portal, you can offer relevant returns communications, tracking and enjoy less customer service inquiries. This also has the added benefit of bringing customers back to your site encouraging repurchasing and therefore adding revenue.


2. Give customers the personalised communications they want

Make your customer feel special and remain competitive by adding branding and personalised content in their returns communications. Creating a more positive experience with the brand is an opportunity to re-engage shoppers, offer alternative items and encourage future purchases.

your return on its way m&s
m&s tracking page

3. Keep customers in your ecosystem

Websites like Royal Mail, UPS or FedEX are some of the most visited sites on the web. They collectively generate millions of monthly visits, most of which are from people tracking their orders. Instead of handing over your customer traffic to these sites, why not send shoppers to a branded, in-store order tracking page instead? It creates a superior customer experience and gives you the opportunity to engage customers and encourage them to shop with you again.


State Of The Returns Market

Check out this report for a more in depth look at how your returns experience compares to 200 other brands in the UK.

Here is the report to discover how they perform!

Get my copy
uk return study

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