Asda has commenced a pilot programme at its Ashton-under-Lyne store in Greater Manchester, introducing self-service returns drop boxes designed to streamline the customer returns process.
The initiative allows patrons to make returns by simply scanning their receipt and the product’s barcode at a self-service machine before depositing the item into a chute or cupboard. This system supports both grocery items and electronics, accommodating a broader range of consumer needs. If a refund cannot be processed automatically—perhaps due to a missing receipt—customers have the option to seek assistance for a manual transaction.
This trial is part of Asda’s broader efforts to enhance customer convenience and efficiency across its operations. In parallel, Asda is experimenting with an automated service for purchasing tobacco and vape products, aimed at reducing the time customers spend queuing at kiosks. Initially, staff will assist from existing kiosks, but eventually, customers will be able to select and pay for these products at self-service tills where age verification will occur. After completing their grocery purchase, consumers can scan their receipt at an automated vending machine to collect their items.
Alexander Lacy, Asda’s senior manager for retail front end service, commented on this development: “We recognise that a key pinch point for customers is at the kiosk and customer service desks in our stores, with added queue times and multiple missions taking place in a small area.”
Asda’s steps towards enhancing self-service capabilities reflect a wider industry trend, as other retailers like Sainsbury’s are also adapting their methods to improve efficiency. This movement is evident in Sainsbury’s trial of larger self-checkout systems, aiming to meet rising customer expectations and streamline the shopping experience.
Asda’s introduction of self-service returns and automated tobacco sales exemplifies its commitment to leveraging technology for improved customer service. These trials not only highlight the supermarket’s forward-thinking strategies but also align with broader retail trends towards automation and efficiency.
