Manhattan Associates Inc. (NASDAQ: MANH) has unveiled a set of advanced Returns Management capabilities designed to streamline and optimize the returns process, delivering a seamless experience for both consumers and retailers. These new features not only enhance customer satisfaction but also promote increased store traffic and cross-selling opportunities, thereby strengthening customer loyalty.
According to Manhattan’s 2023 Unified Commerce Benchmark, 41% of shoppers find the returns process to be overly time-consuming, and an overwhelming 96% express a willingness to make future purchases from retailers offering a smooth returns experience. With Manhattan’s enhanced capabilities, consumers gain the flexibility to choose their preferred method of return, whether in-store or online, including printerless options. Refunds or exchanges are processed immediately upon package scanning by carriers, resulting in a 3-5 day faster turnaround compared to most other retailers.
Ellie Crawford, Director of Product Management for Manhattan, emphasized the importance of prioritizing customer experience in today’s retail landscape: “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, At Manhattan, we are committed to solving business challenges in the simplest and most efficient way possible.”
These innovative capabilities not only reduce shipping costs but also enhance the sustainability of the return process by optimizing the return path and inventory placement based on assortment and current stock levels.
The new features enhance the returns process across the Manhattan Active® Omnisolution suite, extending from the contact center to store applications. They are automatically accessible to all subscribers of Manhattan Active Omni as part of the quarterly upgrade cycle.
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