Mall of America® and Narvar today announced a partnership to enable easy drop-off returns for brands including Gap, Old Navy, Athleta, and Banana Republic at multiple guest service locations throughout Mall of America.
Consumers in proximity to Mall of America will see it as an option in the online returns portal powered by Narvar for participating retailers. They’ll be provided with a shortcode to bring with their package to one of three locations at the mall, where a guest service team member will print their return label for them and ensure the package is sent back to the retailer. Consumers will receive tracking updates to follow its progress.
In addition to easing a pain point in the customer experience, this easy drop-off service also streamlines operations for brands. For retailers who need to manage occupancy limits in the store due to social distancing mandates — and for those simply seeking to reduce the time customers spend waiting in line at the cashier — being able to process online returns elsewhere can help focus in-store activity on the browsing and purchasing experience. Utilizing the online portal also provides retailers actionable data and real-time visibility into returns and gives them the ability to direct those returns most efficiently.
“At Mall of America, we believe in embracing e-commerce and finding unique ways to blend the brick-and-mortar and online retail experiences,” said Jill Renslow, EVP of Mall of America. “Partnering with Narvar is one such example of this. The universal return system provided by Narvar through our guest services will help bring another layer of convenience for guests in addition to driving traffic for our retailers. We look forward to offering this service just in time for the holiday season.”
Ecommerce has skyrocketed this year and circumstances have accelerated the need for convenience in the returns experience. Consumers are demanding more accessible locations and ways to make the most of their trips out of the house. Recent Narvar consumer research found that one third of consumers used an alternative location to drop off their last return, with 30-40% of them citing convenience of location or hours as their primary motivation, and 41% saying they like to consolidate multiple errands in one trip.
“As consumers have shifted towards online shopping, it’s clear that they expect more convenient options across channels,” said Amit Sharma, founder and CEO of Narvar. “To meet those expectations, retailers need to navigate the changing relationship between stores and ecommerce, including how they manage returns. We’re excited to work with Mall of America to provide yet another way to simplify the experience.”
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