Case Study: Leading E-Commerce Company achieves 4M+ automated returns and reduced queues with Blue Yonder Drop-Off Kiosks

Leading E-Commerce Company Improves Customer Service with In-store Returns Process and Drop-off Kiosk Technology

Doddle partnered with one of the world’s largest retail and logistics businesses to address exploding ecommerce returns and a poor in-store returns experience. With ecommerce accounting for over 1 in 5 retail purchases and return rates nearing 25%, customers faced long lines, the need to print labels, and inconvenient, time-consuming interactions that strained store staff and capacity during peaks.

Doddle deployed its Drop-Off Kiosks: standalone touch-screen, contactless units with an integrated drop-box, staff app and analytics to enable label-free, self-service returns. A 12-month pilot delivered 50,000 returns across five kiosks (≈750 returns/week) and higher staff efficiency; the solution scaled to 600+ stores, processing 4M+ returns (≈100K parcels weekly), achieving NPS scores >80, 60-second drop-offs and substantial reductions in staff handling time.