CouriersPlease launches new returns brand


Australia’s leading franchised parcel delivery service CouriersPlease (CP) has launched a new self-serve, low cost returns portal which will enable e-tailers of all sizes to focus their resources on selling their products instead of allocating costly resources to handle the challenge of reverse logistics.


Revenue in Australia’s e-commerce market is expected to grow 14 per cent over the five years through 2018 to 2023, bringing the total revenue to $24 billion. With the retail industry experiencing strong growth in purchases for both physical and service products, this also comes the inevitable increase in returns.


Research by CP has revealed that returns need to be easier and more affordable for online shoppers: 53 per cent of Australian online shoppers said returns processes offered by various e-tailers need to be easier, while nearly a third (29 per cent) have indicated that having a courier pick up and return their item would most motivate them to return unsuitable products.  


Boomerang allows customers to return their unsuitable online purchases to a conveniently located drop-off point, which will then be collected by a CP driver and returned to the retailer’s warehouse for processing.


How it works

Shoppers who seek to return unsuitable item contacts the retailer to arrange a return – customers will be directed to the Boomerang portal on their website. Then, they simply request a CP driver to collect their parcel from their chosen address or one of CP’s drop-off points, which includes more than 1700 locations in its network of convenience stores and petrol stations. Customers can also print out a consignment label for their returns parcel. Once the item is collected, it can be delivered directly to the retailer’s warehouse for processing or consolidated at a CP facility for a more cost-effective solution.


The return booking and lodgement process take shoppers 5 minutes, with the items collected by CP to be processed by the retailer as per their returns or refund policy.


Jessica Ip, Head of Commercial & Transformation at CP, says, “CouriersPlease is thrilled to launch the new Boomerang returns portal which will streamline the returns process and make it easier for both consumers and e-tailers. Online shoppers want to be able to purchase with confidence and return an order easily if it isn’t suitable – they don’t want to feel disincentivised to return an item. Similarly for retailers, having a seamless returns experience is so important because it influences purchasing decisions, promotes repurchasing, as well as increasing customer loyalty to a brand. It can be a point of competition for online retailers and can often be the only differentiator for customers when deciding where to purchase.


“Boomerang offers a simple and transparent solution that takes shoppers just minutes to organise a return. It also offers retailers an end-to-end solution, ensuring they won’t need to spend time managing and following up a return. The speed of the return to the warehouse and faster turnaround time for returns also means items will be put back on the shelf or online quicker.”