Hermes launches ‘what’s in the box’ to further improve returns service


Hermes UK, the leading consumer delivery company, has launched an innovative new service designed to further improve the ‘returns experience’ for its retail customers and their consumers. It follows a successful trial by fashion retailer, Joe Browns.

The ‘What’s inside 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. 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.

Chris Ashworth, CIO at Hermes UK, said: “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.”

Darren Abbott, Financial Director at Joe Browns who trialled the service earlier this year, said: “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.”