Doddle unveils Facebook chatbot for returns

Click & Collect specialist Doddle has launched a Facebook chatbot to make it easier for customers to return online purchases from brands including Missguided, Asos, M&S and PrettyLittleThing.


The chatbot uses artificial intelligence to help customers find the right details for their return. The interaction takes 30 seconds, and also reduces the time a customer needs to spend in-store.

It works on Facebook Messenger by asking users to enter responses to questions including which retailer they are returning to, their order number and preferred drop off location. A QR code is then produced to be scanned when the customer visits a Doddle location to drop off the parcel. 

Customers are sent the full tracking information through Facebook Messenger to monitor the progress of the parcel’s journey. 

“Engaging customers on a platform they are already using as part of their everyday interactions removes some of the hurdles to completing a return quickly. Through AI we can reduce some of the manual work teams in store have to complete and instead allow them to focus on delivering a great customer experience,” commented Doddle CTO Gary O’Connor.

“This is just one of the new services we’ve designed to put the customer in control and improve the experience around returns which we know has a big impact on a  customer’s loyalty to a retailer.” 

 Doddle picks up returns for several fashion brands, including Coast, Oasis, MR Porter, New Look, TM Lewin, River Island, Warehouse and Shoeaholics, with a rapidly expanding network of drop-off points around the UK.

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