• Digital Check-In & Self-Service Returns to roll out to 78 stores this year. Currently being trialled at 22 stores. 
  • Increasing numbers of M&S.com customers are choosing to shop through Click & Collect, with usage up consistently year-on-year.
  • M&S also launching new, mobile-friendly customer returns journey, cutting average returns time by 60%. 

M&S is today announcing the rollout of a new and improved digital Click & Collect and returns journey for customers in-store, making it easier and more efficient for customers to shop with M&S.

Launching in 78 stores this year, the rollout includes a new self-service digital click & collect and returns facility, alongside the launch of a new mobile-friendly paperless returns process.

Click & Collect 

The new digital options are part of M&S’ focus on maximising its omnichannel advantage to drive sales across both its stores and online channels, supporting customers however they want to shop.

Currently live at 22 stores, the new digital Click & Collect option has already been hugely popular – with customers praising its increased efficiency and convenience*. This rollout will increase the new format’s footprint to a total of 78 stores ahead of Christmas.

The new model replaces the traditional manned collection desks that typically have queues during busy periods, meaning customers no longer have to wait to be served and can process their collections or returns straightaway using the self-serve digital screens.

New mobile-optimised returns – more efficient than ever before

Alongside the new self service returns launch, M&S is also making  improvements to its existing returns processes.

Its new mobile-friendly customer returns journey allows customers to select their preferred route much more simply for returning any items purchased on the M&S.com platform – including clothing from its 21 guest brands.

The portal was created using direct customer feedback and is found in ‘my account’ on M&S.com. It is part of a new process which removes previous customer “pain points” within the shopping journey – such as the need to visit third party courier websites, use a printer, and find the right paper summaries amongst your orders.

It means all the information customers need is easily accessible (such as the barcodes you show in-store to return product) and makes returning much quicker – reducing the average time spent preparing your return by 60%.

Most importantly, with over 50% of orders coming from mobile devices, including the M&S app, the new system is designed to be easy to use whatever device a customer is on.

Plan A: M&S Paperless Returns 

What’s more, as part of the new process, M&S has committed to offering 100% paperless deliveries, which will save 205 tonnes of paper every year. This is part of M&S.com’s wider approach to sustainable shopping – from displaying sustainability information on raw materials of a product listed on the site, to M&S’s online warehouse Castle Donington being powered by 100% renewable energy.

Steve Kemp, Head of Digital Retail at M&S said: “Customers are looking for quick and convenient solutions like the option to click & collect on their terms when they want – which is now the number one choice for orders on M&S.com. At M&S we’re building a seamless omnichannel network so that customers can shop however they choose with us, and with the rollout of new digital click & collect and returns we’re making it even faster, meaning it’s never been easier to shop our range of fantastic products.” 

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