Asda trials self-service returns

The trial in the supermarket’s Ashton-under-Lyne store in Greater Manchester allows customers to return goods by scanning their receipt and barcode at the self-service machine then drop their product into a chute or place in a cupboard. Items from grocery to electricals can be returned or exchanged.

If a refund cannot be issued automatically, for example if the customer does not have their receipt, they can call for assistance so it can be processed manually.

Asda is also trialling a service that could allow shoppers to buy tobacco and vape products without having to queue at the traditional kiosk.

The trials began in October and in the first phase, staff will use dispensers to serve shoppers from the existing kiosk area. In the second phase, customers can simply select the products they want to buy at the self-serve tills where age verification will take place.

They will receive a receipt that they can then scan at the automated product vending machine to receive their item.

Currently, shoppers need to queue at the customer service desk to buy tobacco or vape products, often after they have already paid for their groceries.

Asda senior manager, retail front end service Alexander Lacy said: “We recognise that a key pinch point for customers is at the kiosk and customer service desks in our stores, with added queue times and multiple missions taking place in a small area.”

The move comes as other retailers make changes to their self-checkout services, as Sainsbury’s trials larger self-checkout tills to boost efficiency.