Manhattan Associates Inc. (NASDAQ: MANH) has unveiled advanced Returns Management capabilities designed to streamline and optimise the returns process, delivering a seamless experience for both consumers and retailers. These new features not only enhance customer loyalty but also have the potential to boost in-store foot traffic and cross-selling opportunities.
Manhattan’s 2023 Unified Commerce Benchmark report highlighted that 41% of shoppers perceive the returns process as overly time-consuming, while a staggering 96% expressed a preference for retailers that offer a hassle-free returns experience. With Manhattan’s latest capabilities, consumers can select their preferred method of return, whether in-store or online, including printerless options. Refunds or exchanges are expedited, triggered by carrier package scans, resulting in processing times 3-5 days faster than the industry norm.
Ellie Crawford, Director of Product Management for Manhattan, emphasised the importance of prioritising customer experience in today’s retail landscape. She stated, “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 additions not only reduce shipping expenses but also enhance the sustainability of returns by optimising the return path and inventory placement based on assortment and current stock levels.
The expanded returns processes encompass the entire Manhattan Active® Omnisolution suite, spanning from the contact centre to store applications. These capabilities are automatically accessible to all subscribers of Manhattan Active Omni through the quarterly upgrade cycle.
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