River Island signs up for Shutl’s “Click and Don’t Collect”
Shutl has announced that River Island will be the first UK retailer to launch its new Click and Don’t Collect service nationally. In a statement issued today (26 November), Shutl explained that Click and Don’t Collect gives shoppers who have selected ‘click and collect’ the option of changing to Shutl’s delivery service and getting their order delivered instead to their door within 90 minutes, or at a time convenient to them.
Explaining the rationale for the launch, Shutl said: “Click and collect has shifted from being a competitive advantage to becoming a necessity for multi-channel retailers. Yet a report commissioned by Shutl in September shows that after placing an order online, one fifth of UK shoppers requested a refund instead of collecting instore, leaving retailers with stock level issues. With the retail sector approaching its seasonal peak, click and collect is set to become even more challenging.”
Shutl said that the ‘Click and Don’t Collect’ service can be made operational “within hours without any significant additional developments to a retailer’s online sales platform”. A link from the collection notification email will take customers to a pre-populated form from which they can make the necessary arrangements.
Commenting on the service, Doug Gardner, CIO, River Island, said: “We have a number of click and collect orders that customers have paid for and are subsequently unable to collect from store. The rigours of modern life mean that it is not always convenient for them to make the time to go and receive their goods, and, in order to avoid simply refunding the customer, we found the solution offered by Shutl a highly effective one in terms of customer convenience and saving sales.”
Tom Allason, CEO at Shutl adds: “Non-collection continues to be a headache for retailers. Not only does it result in lost sales, but there are practical implications too – for example, how to hold additional stock and where best to direct online customers from a store layout perspective. By giving customers control over the delivery of their click and collect purchases, we’re removing the barriers of instore collection and ensuring greater order fulfillment.”
Click and Don’t Collect is available across the UK and costs £4.95 per delivery.
