Simon expands partnership with omnichannel returns platform

Marianne Wilson
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A major mall operator is accepting returns of online purchases at more locations.

Simon is now providing the Happy Returns service, which enables shoppers to return online purchases at guest services counters for immediate refunds, at 52 malls across the country. The company began partnering with Happy Returns, a third-party online return and exchange platform, as a pilot program in five centers in 2017, and has been gradually expanding it since.

Shoppers can return or exchange items from select online retailers at Simon Guest Services at participating centers, for an immediate credit. Simon uses the Return Bar service from Happy Returns, which allows items to be accepted without packaging or labels, so shoppers don't need to pack, ship, or wait for refunds. Return Bar associates look up the customer order by their email address with the Happy Returns app to verify the item can be returned. 

Return Bar associates then inspect the item and collect the reason for return to initiate the refund, with the customer receiving an email receipt. Happy Returns then prepares returns for restocking, using bulk shipments whenever possible to reduce costs. 

"Simon is excited to expand Happy Returns at our centers as we continue to meet and exceed our consumers’ expectations," said Andy Hutcherson, senior VP of innovation and customer experience, Simon. "This popular service makes it easy and convenient for our guests to return and exchange merchandise, while also enjoying the latest offerings from Simon's retail, dining, and entertainment tenants – all in the same trip."

"We are thrilled to expand with Simon, given the high-quality service experience shoppers receive from the concierge at these properties," said David Sobie, co-founder of Happy Returns. "Simon is our largest shopping mall relationship, and together we are demonstrating that online returns are an opportunity to delight shoppers and enable sustainable reverse logistics."