River Island is offering its customers a new service from Shutl which enables customers who find themselves unable to collect the orders they’ve paid for to switch to having them delivered. River Island is the first retailer to offer the service nationally. It will offer the option of delivery to the customer’s door within 90 minutes or at a pre-booked convenient time for a flat fee of £4.95.
The service was developed by Shutl after it discovered,via research, that after placing orders online one fifth of UK shoppers requested a refund instead of collecting in-store, leaving retailers with stock issues. Click and Don’t Collect uses Shutl’s existing on demand delivery platform and its national network of carriers which means it can be operational within hours without requiring any significant additional developments to a retailer’s online sales platform. A link from the collection notification email will take customers to a pre-populated form from which they can make the necessary delivery arrangements.
River Island is already live with Click and Don’t Collect, commenting on the service, Doug Gardner, River Island’s CIO said “We have a number of click and collect orders that customer have paid for and are subsequently unable to collect from store. The rigours of modern life mean that it is not always convenient for them to make the time to go and receive their goods, and, in order to avoid simply refunding the customer, we found the solution offered by Shutl a highly effective one in terms of customer convenience and saving sales.”
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