Electronic receipts – which are emailed to the customer after an in-store or telephone purchase -are becoming more and more popular with retailers. Proverb2 recently managed a project to implement electronic receipts for one of our fashion retail clients.

The Benefits of offering Electronic Receipts are wide ranging

• Environmentally friendly
• Improved customer experience (no paperwork, therefore, no bulging purse or wallet, less chance of losing the receipt, faster process when returning or querying orders)
• The receipt gives an opportunity to communicate with the customer, strengthening the relationship
• Improves email marketing sign up rate

 

The solution chosen by the client was yReceipts which is a cloud-based electronic receipt service already used by many UK retailers. The service is really quick to set up and had the added advantage of already being integrated with the client’s EPOS system. At the end of the transaction, the customer is given the choice of electronic or paper receipt (or both) and then the email address is captured (if it is not already known). The customer details and the transactions details are sent to the yreceipts server. The email, with the receipt attached as a PDF, is sent by yreceipts and arrives within a few seconds of completing the transaction.

The Project

As the integration was already in place the largest work packages in the project were

1. To re-design the sales business process to incorporate the capture of the email address and the receipt preference
2. Design the layout and information displayed on the emails and the attached PDF receipt

Once this was in place we thoroughly tested the solution on the bench before carrying out a pilot in a couple stores. After a couple of tweaks to the process and information shown on the receipt, the solution was rolled out nationwide and is in now in use. Take up is very good, with many customers opting to have receipts electronically.

Top Tips

Here are few things to look out for when implementing an electronic receipt solution

• Ensure that customer experience during checkout is not adversely affected, no introduced delays or complexity
• Ensure that all sales staff are briefed and are aware of the new transaction process
• As always, test thoroughly and also regression check other transaction processes (e.g. email signed up)
• Check with your QSA that your PCI compliance scope is not affected
• Perform a pilot to check & refine the process and customer experience before roll out

If you require any help project managing this or other retail systems initiatives then please get in touch.