In the latest attempt to make its store experiences more convenient, Walmart will allow shoppers to return purchases and get a refund without having to walk more than a few steps into a store. Employees called “customer hosts” will personally process shopper returns by the front doors of select brick-and-mortar stores.
Greg Foran, President and CEO of Walmart US, announced this new service at the UBS Global Consumer and Retail Conference on March 6.Foran did not specify when or in how many locations the front-of-the-store return service would become available.
Foran said that the customer hosts will be equipped with technology to manage refunds, including providing customers with cash, at the front door.
“We’re looking at associate journeys and we’re saying to ourselves, how do we in a really agile fashion take friction out, improve the experience for the customer and drop our costs?” Foran said during the event.
Walmart has been piloting the customer host position since 2016 as…