Alza.cz now enables its customers to return and claim goods via AlzaBoxes. The network with more than 200 mailboxes in the Czech Republic, Slovakia and Hungary is once again approaching the goal of becoming a full-fledged part of the residential infrastructure and improving the quality of life in the surrounding area.
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Alza is expanding the customer services provided through the AlzaBox network. After starting the voice instructions and enabling the use of AlzaBoxes by other carriers, the e-shop offers the possibility to return or complain about purchased goods through them. The service is first available in the Czech Republic, implementation in Slovakia and Hungary is planned in the near future. The importance of convenient delivery of orders has been growing since the beginning of the pandemic, now more than 40% of customers choose delivery via AlzaBoxy for their orders, almost 70% in some districts.
"We perceive great potential for improving the customer experience not only in contactless, but above all in the possibility to use AlzaBox at any time of the day. The placement of delivery boxes near homes or frequented routes of our customers also contributes to this, so that they are as accessible as possible for them." explains Jan Moudřík, director of expansion, facility and showroom management at Alza.cz. "Over the past two years, we have managed to significantly simplify and shorten the process of complaints and returning goods. For example, we already handle more than two-thirds of complaints immediately after receipt by exchanging goods or refunding money. The possibility of returning goods using AlzaBoxes is another step that will bring us closer to customers again in our pursuit of maximum convenient shopping and the most accessible and high-quality after-sales services." adds Tomáš Anděl, strategic operations director of Alza.cz.
The return process is easy and the service is completely free. The customer logs into his account at Alza.cz, selects a specific product, selects the return or complaint option and obtains his case number. Just select AlzaBox as the method of transfer to Alza. The customer then either prints and sticks the label on the package himself, or simply writes the claim number visibly on the package.
With any AlzaBox, the customer then scans the label or manually enters the shipping code on the screen of the box. This will open an empty box into which you can simply drop the package. After closing the door, the customer receives a notification that the package is registered and can track the status of the claim in the "My claims and returns" section. Through AlzaBox, you can return goods purchased on Alza.cz, which can be placed in the box. Bulky appliances must be delivered to branches in person or by courier. In the future, it is planned to expand the service to other countries where AlzaBoxes are located, as well as for Alza third parties. Currently, the companies Zásilkovna, DPD, Slovak Parcel Servis deliver to them in Slovakia, and soon other carriers will follow. The e-shop is now completing the integration of five more logistics partners, with the help of which delivery to AlzaBox will become a universal service, available for the entire market.
