Walmart Leverages App to Enhance Customer Experience Via Mobile Express Returns

In June, Chirpify CEO Chris Teso told Loyalty360 that he was very impressed by Walmart’s take on technology, in particular, the mobile app.

“Integrating more technology into the future of shopping will certainly improve the Walmart customer experience,” Teso said. “However, it’s (Walmart CEO) Doug McMillon’s comment that hints at Walmart furthering its mobile app that I find most interesting. With ever-decreasing time and attention spans, consumers are loyal to brands that save them time, engage in the moment, and make doing business with them easier. Consumers have a remote control in their hands and they want brands to provide utility, allowing them to seamlessly interact with the brand over mobile at their convenience.”

Well, Walmart is leveraging its mobile app with a new feature called Mobile Express Returns–an innovative, industry-first experience that combines Walmart’s more than 4,700 locations with the Walmart app to make returning an item fast and easy.

The new simplified returns process will be available starting in early November for items sold and shipped by, followed by store purchases in early 2018. Walmart is also working to create a similar streamlined returns process for items sold by third-party sellers on

“We know that returning an item and waiting for a refund, especially for a product purchased online, isn’t always seamless, so we’ve completely transformed the process for our customers–whether they are shopping in stores or at,” said Daniel Eckert, senior vice president, Walmart Services and Digital Acceleration, Walmart U.S. “By leveraging our physical stores and the Walmart app, we’re changing the returns game in ways that only Walmart can do. Throughout the year, we’ve added features to our app to make it an even more powerful, time-saving tool for our customers shopping online and in our stores; Mobile Express Returns is our latest enhancement.”

By using Mobile Express Returns, customers can complete the returns process in two simple steps:

1. Initiate the Return: Using the Walmart App, select the Walmart transaction and item(s) to return and follow the prompts to start the return process.
2. Finish the Return at the Store: At the store, fast-track through the line via the Mobile Express Lane at the Customer Service Desk. Scan the QR code displayed on the card reader with the Walmart app, and then hand the item to the associate.

What’s more, as early as December, customers returning select items will see an option in the Walmart app allowing them to instantly receive their refund without even making a trip to the store to physically return the item. This offer will initially be available on select household items, such as shampoo and color cosmetics, with other items to be added over time.

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