Kohl’s expands in-store returns of online purchases in new partnership
Kohl’s Corp. is accepting online returns from a growing number of retailers and brands in its stores.
The department store retailer is partnering with Inmar Post-Purchase Solutions and Narvar to introduce The Return Drop @ Kohl’s, an in-store offering expanding on its existing service that allows shoppers to make packageless and label-free returns from select retailers and brands, most notably Amazon, at its more than 1,100 store locations nationwide.
Kohl’s customers can now return online merchandise from a wider selection of retail and brand partners, including Carhartt, Hanes and Levi’s, inside the retailer’s stores.
How The Return Drop @ Kohl’s works
After initiating a return through the original retailer, shoppers can select "Kohl’s Drop Off" to download a QR code provided by third-party returns management platform Narvar. The QR code can be brought to any Kohl’s store nationwide along with the eligible merchandise, with no box or label required. The consolidated returns are then sent to Inmar Post-Purchase Solutions, a provider of post-purchase customer experience and e-commerce returns solutions and services, for final destination dispositioning.
"Providing shoppers with convenient services is critical to Kohl’s ongoing commitment to the customer experience," said Gregg Barta, Kohl’s executive VP of supply chain and logistics. "Not only will The Return Drop @ Kohl’s remove friction for customers, but it will also provide operational benefits and efficiencies to participating retailers and brands."
"Shoppers have shown how much they value easy returns, and brands win when they offer multiple returns options to meet their customers’ need for convenience," said Amit Sharma, founder and CEO of Narvar. "By partnering with Kohl’s, we’re bringing the power and breadth of its nationwide store network to our merchants, giving them an additional way to deepen their relationships with customers and drive long-term loyalty."
"This collaboration with Kohl’s to streamline in-store customer returns underscores our mission of making businesses smarter to improve consumers’ lives," said Spencer Baird, CEO of Inmar Intelligence. "Inmar Post-Purchase Solutions, a joint venture with Doddle Inc., a Blue Yonder company, and Inmar, solves a key problem for shoppers when returning merchandise by offering a packageless and label-free return experience."
Based in Menomonee Falls, Wis., Kohl’s operates more than 1,100 stores in 49 states.