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Marks & Spencer offers online returns at Simply Food stores

Marks and Spencer Group plc has expanded its collect-and-return service to include online returns at its Simply Food outlets, Retail Gazette reported Aug. 8.

The British retailer's service previously allowed customers only to collect their online purchases at Simply Food stores. Returns needed to be made at larger-format Marks & Spencer locations, the report said.

The expansion, done in partnership with parcel store network Doddle Parcel Services Ltd., now lets customers collect and return their online orders at its Simply Food stores. "We've responded to increasing demand from our customers for more choice and convenience when it comes to collecting and returning their online orders," Richard Pugh, head of M&S.com returns, reportedly said.

Marks & Spencer tapped Doddle in March 2017 to design a reverse logistics solution that would deliver quick refund processing capabilities and accessible customer tracking information, among other features. A pilot run of the service was carried out two months later at seven locations, and the two companies subsequently rolled out the service to 237 Simply Food stores in September 2017 after enhancing the returns flow based on feedback from store staff.

According to the newswire, the online returns service will now be available across 280 Simply Food stores, with plans by the retailer to roll out the initiative to more locations throughout 2018.

Doddle also offers click-and-collect services for U.S. e-commerce giant Amazon.com Inc., British online retailer Asos PLC, U.S. e-commerce company eBay Inc., British apparel retailers New Look Group Ltd., Missguided Ltd., and YOOX Net-A-Porter Group SpA, which was recently acquired by Compagnie Financière Richemont SA.