Walmart Taps App for Streamlined Return Process

Mobile Express Returns is a two-step process that uses Walmart’s app to return products bought online
October 12, 2017Joanne Friedrick

WalmartBENTONVILLE, Ark.—Using its Walmart app, the retailing giant is looking to make the return process easier at its 4,700 locations for online Walmart shoppers.

Mobile Express Returns, which is launching in November for items sold and shipped by, is a two-step process designed to simplify in-store returns.

“We know that returning an item and waiting for a refund, especially a product purchased online, isn’t always seamless,” said Daniel Eckert, senior vice president-Walmart services and digital acceleration in a prepared statement, “so we’ve completely transformed the process for our customers.”

Using the Walmart app, a shopper would select the transaction and item or items to be returned and follow the prompts to begin the process. The next step is to visit a store, go to the Mobile Express Lane at the customer service desk, scan a QR code displayed on the card reader using the Walmart app and then hand off the returned item the Walmart associate there. According to Walmart, 90 percent of Americans live within 10 miles of one of its stores.

Under the Mobile Express Returns system, the refund will be credited to the customer’s account as soon as the next day versus having to send the product back and wait for the online return to be credited.

Plans are to add store purchases to the program in early 2018 and to create a similar simplified return process for items sold on by third-party sellers.

Walmart also plans to allow customers to return select items via the Walmart app without making a trip to the store to return it. This offer, which could begin in December, would be limited initially to certain household items such as shampoo and color cosmetics.


Joanne FriedrickJoanne Friedrick | Contributing Editor

Joanne Friedrick is a contributing editor for HFN with more than 20 years of retail and housewares business reporting, writing and editing. For the past 15 years she has been operating her own business with clients that include Convenience Distribution, Seafood Source and Zest, a Maine-focused consumer food and lifestyle magazine.


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