Sears Enhances Returns Management With In-Vehicle Returns And Exchanges
By Megan Zielinski, contributing writer
Just in time for the hustle of the holidays and busy evenings full of after-school activities, Sears is extending their convenient car-side services with the inclusion of in-vehicle merchandise exchanges and returns, allowing Shop Your Way members to receive products and assistance quickly without ever stepping foot outside of their automobile.
Members simply login to the Sears webpage, selecting the exchange and return service. In order to proceed with the return or exchange process, members must submit record information of their in-store or online transaction. For exchanges, members can choose online what they want to trade-in, receiving an email alert when the product is ready. Once members park at the pickup spot and notify employees of their arrival through the Shop Your Way app, they are guaranteed a less than five minute wait, as a timer automatically starts through the app.
Now busy shoppers can enjoy all three convenient services the company offers from the comfort of their vehicle—Sears introduced ‘Free Store Pickup-Ready in 5’ earlier this year, allowing Shop You Way members to pick up online purchases at their local Sears store while associates load the products into their cars. Members have the option to pay online or upon arrival with the associate’s mobile POS system. Regarding the new service, Leena Munjal, senior vice president, Member Experience and Integrated Retail, Sears Holdings, stated, "In-Vehicle Pickup on this scale is an industry first and another example of how we are constantly innovating and adding benefits that make shopping a more convenient experience for our members.” Shortly after the launch, Sears enhanced the service even further by integrating Sears.com and Kmart.com together—allowing customers to seamlessly shop between both stores, receiving their online orders at their closest Sears or Kmart pick-up location.
The ‘Shop’In’ feature through the Shop Your Way app enables members within the proximity of a Sears or Kmart store to receive exclusive offers and savings, personalized e-coupons, product and price assessments, sweepstake opportunities, and helpful customer reviews.
"Buying what you really want should be easy – that's why we continue to make it more convenient to pick-up, return and exchange items that you have purchased right from your car," said Munjal.