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Walmart Revitalizes Its Returns Process


Nov. 20 2020, Updated 1:21 p.m. ET

Walmart launches Mobile Express Returns

As convenience and ease of shopping become the key drivers behind retail sales, Walmart (WMT) is trying every means necessary to pull customers into its stores and online platform. In yet another customer-friendly move, Walmart introduced Mobile Express Returns. Beginning in November 2017, Walmart through its Mobile Express Returns service will streamline the return process on items “sold and shipped” through Walmart.com.

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Simply put, through Mobile Express Returns, Walmart is reducing the hassles of returns and refunds by fast-tracking the process and leveraging its strong stores base. The company added that shoppers seeking a return could initiate the return process on the Walmart app. They can then use the Mobile Express Lane at Walmart stores to hand over the item and get their refund quickly.

The company also plans to launch the Mobile Express Returns service for items purchased in stores in early 2018. Meanwhile, Walmart also plans to launch a similar returns service for items sold by third-party sellers at Walmart.com.

Walmart’s recent digital initiatives

In a short period, Walmart has announced several consumer-friendly services to match rival Amazon.com (AMZN) that are resulting in growing online sales and stronger positioning against peers.

The company is ramping up its delivery process for online orders including two-day free shipping, delivery through its associates, delivery to customers’ fridges, and delivery through Uber. Plus, the company recently acquired Parcel, to offer same-day delivery service in New York City. Also, the company expanded its online grocery services to more than 900 stores, installed pickup towers, and is offering pickup discounts.

Moreover, Walmart acquired numerous in-vogue brands including ModCloth and ShoeBuy to expand its online offerings further and gain category expertise, which is working in its favor and has been reflected in the stellar online sales as shown in the graph above.

Peers aren’t sitting idly by. For example, Costco (COST) recently announced its online delivery service called CostcoGrocery, and Target (TGT) expanded its Restock program to newer markets. These moves are expected to drive the sales of these mass merchandisers.

For more updates on Walmart and its peers, visit Market Realist’s Mass Merchandisers page.


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