Asda is trialling new self-service options at its Ashton-under-Lyne store, focusing on product returns and tobacco dispensing.
- The self-service returns system allows customers to receive refunds automatically by scanning receipts and depositing items.
- If automatic refunds aren’t possible, customers can seek staff assistance for manual processing, and exchanges can also be handled.
- A separate trial is addressing tobacco sales, aiming to reduce queuing times by utilising automated vending solutions.
- The initiative follows other retailers, like Sainsbury’s and M&S, who are enhancing their self-service technologies.
Asda has embarked on a trial of a self-service returns system at its Ashton-under-Lyne store in Greater Manchester, which allows customers to manage returns of items ranging from groceries to electronics. By simply scanning their receipt and barcode at the machine, customers can drop their product into a chute or place it in a cupboard to receive an automatic refund. In cases where an automatic refund isn’t feasible, for instance, if the receipt is forgotten, customers can call for assistance from a staff member to manually process the refund. This system also accommodates product exchanges, offering convenience across various shopping scenarios.
In conjunction with the returns system, Asda is testing a new method for purchasing tobacco and vape products, designed to alleviate the need for queuing at traditional kiosks. The initial phase involves staff dispensing these items from the existing kiosk areas, with a subsequent phase allowing customers to select products at self-serve tills, where age verification occurs. Once verified, customers receive a receipt which can be scanned at an automated vending machine to collect their products. According to Alexander Lacy, Asda’s senior manager of retail front-end service, the aim is to address the ‘key pinch point’ at kiosks where customers face added queue times and congestion.
This strategic move aligns with similar technological advancements by other major retailers. Sainsbury’s, for example, is trialling larger self-checkout tills to enhance efficiency, while M&S has introduced self-checkouts within its fitting rooms across numerous clothing outlets. These developments reflect a sector-wide shift towards enhancing customer service through technology, thereby reducing friction points in the customer experience.
Asda’s trials of self-service returns and automated tobacco dispensing highlight ongoing efforts to leverage technology for improved customer convenience.
