Published: Wed, October 11, 2017
Markets | By Lucia Cruz

Walmart revamps its return service

Walmart revamps its return service

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As mentioned earlier by CNBC, the newly announced Mobile Express Returns service will arrive next month and will roll out to all of the company's 4,700 stores in the US.

With more than 4,700 stores, Walmart hopes to win over Amazon customers who chafe at the expense and time needed to exchange items. When something is bought online and attempted to be returned in the store, customers ... expect [that they] can come back to the store and return it.

Wal-Mart has "unmatched physical resources, including stores and supply chain, and in the process is providing consumers with a compelling online alternative to Amazon", he said.

Using the Walmart phone app, guests can preselect items they want to return before entering the stores, which will be equipped with special Mobile Express Lanes set up for just this goal, according to USA Today.

Wal-Mart's new app-based returns process will expand to include in-store purchases early next year, Eckert said.

The company said the whole process should take about 35 seconds or fewer.

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Making it easy for customers is so important to the Bentonville, Arkansas, retailer that in December, some items no longer wanted will not even have to be returned.

"We've always had a great returns policy", Daniel Eckert, Wal-Mart's senior vice president for services and digital acceleration, said.

Refunds will be credited to the customer's payment account as soon as the next day. Here too, shoppers scan the item with their phone and instantly receive a refund. "The redeployment of significant capital expenditure dollars from new stores in the U.S.to online improvements and store remodels, especially the 1,000 store increase in in-store grocery pick-up locations, will help Walmart maintain its market-leading position in the USA grocery segment", he added.

This offer will initially be available on select household items, such as shampoo and color cosmetics, with other items to be added over time.

It now ships online orders from more than 900 U.S. locations, it said.

The lanes were created specifically for Wal-Mart's Pharmacy and Money Service customers - those that fill their prescriptions at Wal-Mart, and those that transfer money at the retailer's stores. Meanwhile, Target has expanded its next-day delivery services and rolled out new digital features.

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