Manhattan Associates Inc. has announced enhanced Returns Management capabilities to streamline and optimise the returns process, and deliver a frictionless experience for both consumers and retailers.
The new returns features strengthen customer loyalty by creating a frictionless experience, promoting an increase in store traffic and cross-selling opportunities.
Manhattan’s 2023 Unified Commerce Benchmark revealed that 41% of shoppers find the returns process very time-consuming, and 96% would buy again from retailers that offer a smooth experience. With Manhattan’s new capabilities, consumers can choose their most convenient way to return – whether, in-store or online, which also includes printerless options. Refunds or exchanges will be processed as soon as carriers scan the package – 3-5 days faster than most retailers.
“For shoppers today, experience beats products. Returns are an inconvenience to consumers and a big cost for retailers, and our enhanced Returns Management capabilities help retailers provide a world-class experience to their customers even after the sale, strengthening loyalty and, in turn, profitability,” said Ellie Crawford, director of Product Management for Manhattan. “At Manhattan, we are committed to solving business challenges in the simplest and most efficient way possible.”
These new capabilities reduce shipping costs and improve the sustainability of a return by optimising a product’s return path and inventory placement based on assortment and current stock levels.
The additions improve returns processes across the Manhattan Active Omni solution suite, extending from the contact centre all the way to the store applications. They are automatically available to all subscribers of Manhattan Active Omni as part of the quarterly upgrade cycle.
