Reducing Wait Times and Lineups: The Real ROI of ParcelGo Self-Serve Kiosks

The numbers tell the story.

• According to the National Retail Federation, returns now account for 16.5% of all retail sales in North America, representing over $816 billion in returned goods annually.
• Amazon alone handled an estimated 2.2 billion product returns in 2023, with a significant portion processed via QR code return labels.
• In a Purolator agent pilot study, automating Amazon QR-code returns with a self-serve kiosk reduced the average transaction time from 2–3 minutes to under 30 seconds, allowing stores to serve up to 4x more customers per hour.

Automating the Most Frequent Customer Request
For many courier agent locations, Amazon QR-code-based returns are the single most common customer request. Traditionally, these require staff to:

1. Receive the package.
2. Scan the customer’s QR code.
3. Print and apply the label.
4. Confirm the drop-off.

With the ParcelGo Self-Serve Kiosk, this process is remodeled into a quick, self-directed workflow. Customers simply scan their QR code, print their label, and drop the package in a secure bin or SmartLocker. No staff interaction is needed.
This not only accelerates the transaction but also frees staff to focus on revenue-generating services like packing, shipping consultations, and upselling other courier products.

Raising Throughput Without Adding Staff
ParcelGo kiosks are built for high-traffic locations independent courier shops, Purolator agents, multi-carrier shipping desks where customer volume can spike without warning.
By shifting common tasks like label printing and drop-off check-ins to self-service, stores can:

• Handle more customers simultaneously during peak hours.
• Reduce average wait times by up to 60%.
• Maintain consistent service quality even with limited staff.

In one multi-location case study, stores using ParcelGo kiosks reported serving 28% more customers daily without increasing staffing levels.
Improving the Customer Experience

Nobody enjoys waiting in a long line for a simple task especially when it could be completed in under a minute. The ParcelGo kiosk offers:

• Fast transaction times: Amazon returns completed in 20–40 seconds.
• 24/7 availability when paired with after-hours secure drop bins.
• Intuitive touchscreen interface with step-by-step guidance in multiple languages.

A smoother experience often translates into higher customer loyalty. Satisfied return customers are more likely to purchase shipping materials, explore other courier services, or simply choose your location as their go-to drop-off point.

From Returns to Revenue
While the immediate ROI comes from efficiency and labor savings, the long-term payoff is in repeat business. The kiosk acts as a foot traffic driver customers visiting for returns are already in-store, creating opportunities to sell packaging supplies, offer premium shipping options, or promote additional services.

Summary
ParcelGo Self-Serve Kiosks are more than a convenience they are a practical business tool that:

• Cuts queue times.
• Raises throughput.
• Frees staff for higher-value tasks.
• Improves customer satisfaction and loyalty.

In an era where returns are a growing part of retail and e-commerce, automating them is no longer optional it’s a competitive advantage.