DPD has launched new returns services in the UK through a partnership with Hermes’ parcel shops andin Germany through its own retail network to make it easier for consumers to return parcels to
senders.In Britain, the new Homecall Returns service will provide DPD customers with a local,convenient returns service utilising Hermes’ network of nearly 3,000 stores across the UK which areopen seven days a week. The deal extends a bilateral partnership that began in 2006.
Customers will be able to create their own returns order using the DPD website and download apre-populated return address label.
DPD’s ParcelShop Locator will then pinpoint their nearest myHermes ParcelShops, providingdetails of the store’s address, opening hours and the best routes to take. Participating shopsinclude Londis, Premier, One Stop, Nisa Local, Co-operative, Spar and Costcutter as well as manylocal independent stores.
Parcels will be collected daily from the myHermes ParcelShop stores and sorted centrally.Recipients and retailers will be able to track all returns online using DPD’s state-of-the-arttracking software.
DPD’s CEO Dwain McDonald said: “We’re delighted to be extending our relationship with Hermes.Their ParcelShop network offers a really simple and convenient returns service for customers, withover 80 per cent of UK online retail shoppers living within two miles of a Hermes ParcelShop.Homecall Returns provides retailers with the added confidence and reassurance of online tracking,giving them full visibility, so that they know exactly where their returns are at any moment intime.
“Consumers are continuing to expand the range and value of goods they buy online and ourresponse is to continue to innovate, to ensure our retailers have the best delivery servicepossible. Homecall Returns is a good fit with our existing Predict and Follow My Parcel services,and together they give us a truly market leading proposition for online retailers and shoppers.”
Gary Winter, Sales and Marketing Director, Hermes commented: “Store-based returns are a verypopular service with consumers and provide retailers with a really simple and effective returnsprocess. A slick returns solution helps retailers improve customer satisfaction levels andcontribute to increased confidence to buy online, which in turn helps to drive more repeat sales.We are dedicated to growing our network of ParcelShops and expect to have over 3,000 sites by theend of the year.”
In Germany, DPD has launched a new online portal which links the shippers and consignees ofDPD parcels with each other, enabling the convenient return of goods. Online retailers can directlyintegrate the new returns portal into their website with a button, or refer their customers to theportal by email.
In the returns portal consignees can enter any missing address data if necessary and thengenerate a return label to be printed and attached to the parcel. The parcel can then be handed inat the nearest DPD ParcelShop.
At the same time the DPD returns portal constantly provides online retailers with acomprehensive overview of the status of all their return orders, and for the recording of data theportal can be linked to the retailer’s own online shop via an IT interface.
“Returning goods is an important component of online retailing, which means that theefficient management of returns is just as important for shippers and their consignees as theshipping process itself,” explained Michael Knaupe, Head of B2C Products & Services at DPD.
Looking ahead, DPD is working on other ways to make returns as simple as possible for bothshippers and consignees. For example, the company is planning to enable the printing of barcodeswhich can be processed not only by DPD but also by other service providers. Consignees who return aparcel can then freely select the collection point where they hand in a parcel for return shipping.The introduction of this so-called ‘multi-carrier label’ is planned for the coming year.
DPD plans to expand its German parcel shop network from 4,500 locations at present to 8,000by the end of 2014 and is investing in new technology for the shops.
