Manhattan Associates Inc. (NASDAQ: MANH) has introduced an array of enhanced Returns Management capabilities aimed at simplifying and optimizing the returns process, ultimately providing a seamless experience for both consumers and retailers. These new features not only strengthen customer loyalty but also contribute to increased store foot traffic and cross-selling opportunities.
According to Manhattan’s 2023 Unified Commerce Benchmark, 41% of shoppers perceive the returns process as time-consuming, and a whopping 96% express a willingness to make future purchases from retailers offering a smooth returns experience. With Manhattan’s innovative capabilities, consumers gain the flexibility to choose their preferred method of return, whether in-store or online, including printerless options. Refunds or exchanges are promptly processed as soon as the carriers scan the package, resulting in a 3-5 day faster turnaround compared to most retailers.
Ellie Crawford, Director of Product Management for Manhattan, emphasized the importance of prioritizing customer experience in today’s retail landscape. She stated, “For shoppers today, experience beats products. Returns are an inconvenience to consumers and a big cost for retailers, and our enhanced Returns Management capabilities help retailers provide a world-class experience to their customers even after the sale, strengthening loyalty and, in turn, profitability.” She further added, “At Manhattan, we are committed to solving business challenges in the simplest and most efficient way possible.”
These new capabilities not only reduce shipping expenses but also enhance the sustainability of the returns process by optimizing the return path and inventory placement based on assortment and current stock levels.
The additions enhance returns processes across the Manhattan Active® Omnisolution suite, spanning from the contact centre to store applications. These enhancements are automatically accessible to all subscribers of Manhattan Active Omni as part of the quarterly upgrade cycle.