The Customer Journey: What Happens at a Return Point?

What does a customer expect from a return point?

For customers, returning empty drink containers should be simple.

They arrive with eligible containers, return them and receive their deposit refund.

The easier that journey is, the more likely customers may be to use the return point again.

1. Arrive

The customer arrives at your store with their empty drink containers.

Clear signage should help them quickly understand:

• Where to go
• What they can return
• How the return process works

2. Return

The customer presents or inserts their containers.

Depending on your return method, this may happen:

• With a member of staff
• Through a semi-automated solution
• Through a Reverse Vending Machine (RVM)

The process should be simple and easy to understand.

3. Verify

The returned containers need to be checked to confirm they are eligible.

Verification may include checking information such as:

• The container's barcode
• Whether it is part of the Scheme
• Other Scheme eligibility requirements

Only eligible containers should receive a deposit refund.

4. Refund

Once the return is complete, the customer receives their deposit refund through an approved refund method.

The process should be clear so customers understand how and where they can access their money.

5. Shop

Once the return is complete, the customer is already at your store.

They may choose to:

• Spend their deposit refund
• Make additional purchases
• Return to your store again in the future

A good return experience can therefore become part of the wider customer experience.

Why does the journey matter?

Customers are likely to favour return points that are convenient, reliable and easy to use.

Long queues, unclear instructions or a difficult return process may encourage customers to return their containers elsewhere.