Royal Mail introduces Labels To Go, a self-service mobile returns solutions 
Stage 4: Deliver
Paul Skeldon
1st February 2017
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Royal Mail has is set to make it easier for consumers to post and return parcels at Customer Service Points in Delivery Offices nationwide, thanks to mobile.

From April 2017, customers will be able to print off delivery and return labels at all of Royal Mail’s 1,200 Customer Service Points. With the new self-service solution, Labels to Go, customers returning items online or buying postage online will receive an email containing a unique QR code.  When this is scanned at a Customer Service Point, the QR code produces a postage label which can be applied to the parcel.

Currently, customers returning items using the Royal Mail returns portal or buying postage online using Click and Drop are required to print the postage labels at home.  But increasingly consumers are ordering, paying for, sending and returning items online. 

With more than 50% of UK shoppers using a mobile phone for their online purchases (Delivery Matters 2016), customers will benefit from the convenience of being able to print postage labels and post their parcels at the same time. It will also save time and money as they do not need to have a printer at home. 

For businesses, this means even more convenient returns for their customers, high print quality of returns labels, and the visibility of Tracked Returns through the Royal Mail network. 

Online returns are a crucial part of the online shopping experience. Royal Mail’s Delivery Matters report found that a good returns policy is invaluable to attract business and encourage repeat orders. 60 per cent of respondents interviewed said they would be unlikely to shop with a retailer again following a difficult returns experience. 13 per cent of respondents said they did not click through to pay for an order because they were unhappy with the returns policy.  

Last summer, Royal Mail announced that it is increasing the number of Customer Service Points that are open on Sundays. The company also announced that customers will be able to send pre-paid parcels from Delivery Offices across the UK. These form part of a range of initiatives designed to make it easier for customers to send and receive parcels at a convenient time and place.

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Author: Paul Skeldon
Editor specialising in all things mobile.
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