Ecommerce growth in Australia was rapidly accelerating, with a 24% increase in spend year on year Amazon had recently entered the market, further exacerbating the shift towards online shopping The growth of ecommerce also brought new carrier challenger brands, fragmenting the market and taking volume away from Australia post Australian retailers knew that returns were a core part of harnessing ecommerce growth. Whilst in the past there was a tendency to make the returns process as complicated as possible to dissuade consumers, the focus was now on simple and clear returns to drive loyalty and repeat purchase.
Our returns solution was the right choice for Australia Post for several reasons. Global Expertise: Doddle works with some of the biggest carriers in the world and are able to take global expertise and apply it to local carrier challenges. Partnering with Doddle meant Australia Post accessed a product that benefits from ongoing research, development and innovation through Doddle’s team of global experts. Speed to market: With out-of-the-box integrations, Doddle’s returns portal can be deployed in just two weeks. There’s no need for long and costly internal development. Low-risk commercial model: Doddle’s commercial model is based on a per parcel fee structure. This limits risk for the carrier and focuses on the shared goal of driving retailer adoption and parcel volume. Flexible digital experience: Australia Post wanted to be able to offer a market leading digital experience to retailers and consumers. Doddle’s fully customisable merchant portal and seamless and stress-free consumer journey gave them confidence that they could stand out in this space vs competitors.
Merchant Portal
Merchant/retailers can access the portal on an admin level to configure items for their consumers including reason codes, branding and payment options.
Carrier Administration Platform
Carriers can administrate the full portal, including approval/rejection of retailer applications, onboarding and retailer reports.
Consumer Portal
Consumers are able to access the fully branded (either in carrier or merchant brand) portal to book their return, provide details about their item, select an exchange, and pick method/location of return.
