What’s in the Box? New Hermes returns experience service

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Hermes have launched an innovative new ‘What’s in the Box?’ service in the UK, designed to further improve the returns experience for their retail customers and their consumers. It follows a successful trial by fashion retailer, Joe Browns.

The ‘What’s in the Box?’ service allows consumers to inform the retailer exactly which items they are returning in advance. As a result, the retailer benefits from knowing which items are being sent back, allowing them to update SKUs, manage warehouse stock levels and acquire accurate and up to date customers data. There is also the option for retailers to offer an immediate or expedited refund. For consumers it also helps to ensure there is no confusion.

The ‘What’s in the Box?’ functionality can be integrated into a retailer’s own website or app or through the Hermes website.

“This is another great addition to our already industry leading returns proposition. It forms part of our ongoing commitment to developing and delivering market leading solutions that improve the customer journey whilst adding value for our retail clients.”
– Chris Ashworth, CIO, Hermes UK

“This is another step forward from Hermes in helping to make our customer journey simpler. Returns have always been a fundamental part of clothing mail order and, with recent changes in buying habits switching from in store to on- line, this has become increasingly important. As a business the more information we can collect in an electronic format the more efficient we become. “What’s in the box” gives both us and our customers exactly what they need.”
– Darren Abbott, Financial Director, Joe Browns

3 Responses

  1. is this to compliment the already sucessful ‘ where the hell has my parcel been left?’ system? I can assure people that this is great. Hermes supposedly deliver and you have a to wait a few days before asking, ‘where is my parcel?. The idea is to try and guess the right answer… over the fence, on the drive, at a random address, we have no idea…. etc
    Oh i do hope this one is as fun… Failing that, get what you do already right before moving on to even more things to go wrong.

  2. If Hermes can’t get the basics right of delivering on time, in good condition with half decent staff, why offer enhanced services with more room for failure.
    Any brand owner who respects their brand image and customer experience knows to avoid Hermes, regrettably. The only reason to use Hermes is as the lowest cost option.

  3. yep hermes are a low cost option
    they save us around £100 a week on the equivalent royal mail offering
    its very cost effective to suffer the odd bin man delivery and the irate self righteous sanctimonious whinging

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