77% of web and catalog customers use SmartLabel for returns where offered

Returns management services provider Newgistics, Inc. reports that more than three-quarters of shoppers offered the opportunity to use the company’s SmartLabel returns options – 77% -- have done so when returning online and catalog purchases to Eddie Bauer, Spiegel Catalog or Newport News.

SmartLabel, an offering under Newgistics’ Return Valet Service, has been in place at the three Spiegel Group retailers for more than a year. The other options for retuning merchandise offered by the retailers are for customers to handle the returns process using their own shipping arrangements and in Eddie Bauer’s case, to return the merchandise to a local store.

SmartLabel service consists of a pre-paid, pre-addressed return-shipping label that arrives with the customer’s order. Customers place the label on the return package and drop the package anywhere in the U.S. Postal System. A barcode on the label links it to the customer`s order history and signals package disposition to the merchants earlier in the process.

“SmartLabel makes returns more convenient for customers, enhancing the overall shopping experience,” says Rich Lauer, vice president of operations for The Spiegel Group. “We not only improve customer satisfaction, but also benefit from speed of information and cost savings.”

Smart Label also is offered by apparel retailer J. Crew and Princess House, a direct merchant of home accents.