Manhattan Associates Inc. (NASDAQ: MANH) has unveiled advanced Returns Management capabilities aimed at streamlining and optimizing the returns process, offering a seamless experience for both consumers and retailers. These new returns features not only enhance customer loyalty but also drive increased foot traffic to stores and open up cross-selling opportunities.
Manhattan’s 2023 Unified Commerce Benchmark revealed that 41% of shoppers consider the returns process to be highly time-consuming, and a whopping 96% would make repeat purchases from retailers offering a smooth and hassle-free return experience. With the introduction of Manhattan’s new capabilities, consumers now have the flexibility to choose their preferred return method, whether in-store or online, which includes options for printerless returns. Refunds or exchanges are processed immediately upon the carriers scanning the returned package, significantly faster than the typical processing times of most retailers, reducing the waiting period to 3-5 days.
Ellie Crawford, Director of Product Management for Manhattan, emphasized the importance of prioritizing customer experience, stating, “For shoppers today, experience beats products. Returns are an inconvenience to consumers and a big cost for retailers, and our enhanced Returns Management capabilities help retailers provide a world-class experience to their customers even after the sale, strengthening loyalty and, in turn, profitability, At Manhattan, we are committed to solving business challenges in the simplest and most efficient way possible.”
These new capabilities not only cut down on shipping costs but also enhance the sustainability of returns by optimizing the return path and inventory placement based on product assortment and current stock levels.
These additions to the returns process extend across Manhattan’s Active® Omnisolution suite, spanning from the contact center to store applications. They are automatically accessible to all Manhattan Active Omni subscribers as part of the quarterly upgrade cycle.
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