Walmart looks to change the returns game

Walmart is introducing Mobile Express Returns, allowing customers to use the retailer’s mobile app to return items at its stores. This will be available from early November for items sold and shipped by Walmart.com, followed by store purchases in early 2018. Walmart is also working to create a similar returns process for items sold by third party sellers online.

“We know that returning an item and waiting for a refund, especially for a product purchased online, isn’t always seamless, so we’ve completely transformed the process for our customers – whether they are shopping in stores or at Walmart.com,” says Daniel Eckert, senior vice president, Walmart Services and Digital Acceleration, Walmart US. “By leveraging our physical stores and the Walmart app, we’re changing the returns game in ways that only Walmart can do. Throughout the year, we’ve added features to our app to make it an even more powerful, time-saving tool for our customers shopping online and in our stores; Mobile Express Returns is our latest enhancement.”

Customers will be able to use the retailer’s app to scan a product and give a reason for the return. They can then use a special express lane at customer service in stores.