Neiman Marcus Direct, the online and catalog division of The Neiman Marcus Group Inc., is starting a pilot of Newgistics Inc.’s SmartLabel returns program beginning this month.
“Newgistics has a system that will help Neiman Marcus marry our commitment to provide the ‘ultimate in shopping experiences’ with the ultimate in returns ease,” said Jessica Weiland, senior vice president of marketing at Neiman Marcus Direct. “We believe Newgistics’ return program will prove to be a key initiative in providing a greater level of service to our customers.” Newgistics announced the pilot at the eTail conference this week.
SmartLabel service includes a pre-paid, pre-addressed return shipping label on the customer’s packing slip received. SmartLabel’s barcode links the package to the customer’s invoice and provides package visibility back to Neiman Marcus early in the returns process. The service allows a retailer to learn earlier in the returns process which products have been returned. The retailer can then use that information to report to customers the status of the package before the customer calls to inquire. For instance, a retailer can use the information to generate an automatic e-mail to alert a customer that the return is in process.
Newgistics says retailers see 70% usage of the SmartLabel returns service within 150 days of launch.