TikTok Shop and DoorDash are aggressively expanding into the area of commerce returns. The shift reflects a broader trend among platforms aiming to move beyond their primary functions, offering integrated solutions that address a major pain point for online shoppers. Both companies are betting that convenience outweighs the cost of the service they provide to users and merchants.
DoorDash adds retail returns to its marketplace
DoorDash announced in September that it was adding retail returns to its platform. The service requires a fee of $7.99 per return, which is not the cheapest option available on the market. The primary selling point of this new offering is speed and convenience for the customer. A DoorDash driver will dispatch to pick up the returned item in as little as 30 minutes. This eliminates the need for the customer to pack the product and drop it off at a post office or carrier.
The rollout is currently live in select cities but is expected to expand nationwide by November. This move aligns with DoorDash’s strategy to position itself as more than just a food delivery app. The company has been building a retail marketplace that functions like a mall in the pocket. In September, DoorDash added major retailers such as Macy’s, Anthropologie, The North Face, Vans, and Timberland to its network.
TikTok Shop partners with Happy Returns
If a brand or retailer on the TikTok Shop platform opts to accept returns through this partnership, customers can drop off their items in person at one of 10,000 locations nationwide. This option offers a physical alternative to shipping items back in the mail.
According to a press release from TikTok Shop, this collaboration builds on the company’s commitment to making the returns experience faster and more trustworthy for shoppers. Patrick Nommenson, the company’s president of strategic initiatives, emphasized this focus in a statement.
Why platforms are prioritizing returns
Brad Jashinsky, a director analyst at Gartner, pointed out that a good returns policy is cited by 35% of U.S. consumers as a reason for choosing a specific shopping platform. This statistic highlights the power of return policies in driving customer loyalty.
