Clarks to cut wastage caused by online returns

// Clarks to reduce environmental footprint with the help of circular economy tech start-up OtailO

// OtailO will help Clarks process online returns

Clarks has set out plans to reduce its environmental footprint by signing a deal with a circular economy tech start-up to help process online returns.

The footwear retailer has gone live with OtailO’s sustainable online product returns solution in the UK, and is using the tech to streamline specific return scenarios.

This means Clarks will be able to assess the condition of the return while it is still in the consumers hands, which will enable more efficient business decisions and returns routing.

OtailO’s solution has already helped Clarks cut waste by removing pre-printed labels, and the retailer intends to remove all paperwork by the end of the year.

The new system also makes it easy for online shoppers to return purchases through a straightforward web application.

It has already managed to reduce customer calls around returns by 25%, turn 2,500 returns into exchanges, and save the retailer thousands of pounds in returns-associated costs.

Clarks said it is focused on growing its footprint worldwide, both in store and through online sales.

It is also looking to further improve its environmental promise by ensuring that more pairs of shoes and other footwear can be returned by customers in a more sustainable manner and resold.

Clarks customer experience director, Victor Bayata said: “Not only is OtailO helping us reduce costs and increase revenues by cutting our reverse logistics overheads, it’s also reducing wastage and carbon emissions.

“Using OtailO’s customer-friendly technology we’re simplifying our supply chain, and the inspection functionality has reduced ineligible returns, eliminating unnecessary reverse logistics, meaning there is less of a carbon footprint.

“We’re already seeing shopper satisfaction increase and look forward to working more closely with OtailO to embed their technology into more parts of our business, as the pandemic eases.

“In the not too distant future, we can see the solution delivering further benefits for both the high street and our sustainability goals, by allowing customers to drop off more returns at local stores.”

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