Many happy returns

Corby postman, Kieran Jakes, aka Tracked Man, has been keeping his beady eye on colleagues to ensure they do everything to scan items correctly.

Tracked Returns enable customers to return items free of charge to an address specified on the label or packaging provided by the vendor. Retailers use Tracked Returns to get items back quickly and efficiently, to understand what stock is returning to them via our scan information and to refund their customers in a timely manner.

Tracked Returns

Did you know that Tracked Returns has grown by 65% in the last year alone? And that these items are now delivering £69 million in revenue for us?

The returns market is growing fast – and all our competitors want a piece of this pie! We see Tracked Returns as of equal importance with all our Tracked outbound items. And over our Peak period and well into the New Year, we can expect to see Tracked Returns volumes rise, with people wanting to return or exchange unwanted presents.

Tracked Returns enable consumers to return their items free of charge to the retailer. It’s the retailer who pays for that return service and they are billed once the returns are scanned in our pipeline. But one thing we should all be clear on - we are only paid if we scan the items so it is essential that we scan accurately!

Most retailers have very strict timescales for turning around refunds so a fast and efficient returns service is vital. And let’s not forget that, given a choice by their retailer, consumers too are much more likely to choose us to return their items in future if we provide a good service each time. Our new Labels to Go offering has made it easier for shoppers to print their own returns labels at more than 1,200 customer service points across the UK.

Things to keep a close eye on:

• Scanning – Tracked Returns is a key product. Make sure that you are trained and understand how to use your PDA on the correct mode. Please take care when you are bulk scanning items to ensure every item is scanned correctly
• Use York cards to confirm when items have been scanned to avoid any confusion
• Watch out for customer labelling issues – you can escalate issues via customersolutionsteam@royalmail.com (e.g. large volumes of duplicated barcodes)
• Use our in-process checks to make sure that yorks are loaded to the correct vehicles
• Our operation often changes going into weekends; please maintain focus and be clear on any amendments to service arrangements
• And remember, Tracked Man is watching!