Make returns better for everyone with Veho Doorstep Pickup.

What are Veho Doorstep Pickups?

In collaboration with Loop’s returns platform, Veho Doorstep Pickup offers a cost-neutral way to provide your customers a seamless returns process that drives customer retention, loyalty, and revenue.

Here’s how it works

01.

Choose Veho Doorstep Pickup

Customer submits their return via the existing Loop portal and sees the option to select Veho Doorstep Pickup.

02.

Select a date

Customer selects their desired pickup date. On that day, we’ll text them a 4-hour pickup window as a reminder.

03.

Add additional information

Customers can select between a direct handoff with the driver or provide specific details for a contactless pickup.

04.

Veho picks up return

A driver completes the pickup and returns it to the Veho warehouse to be packaged, labeled, and handed off to the appropriate carrier to return to the retailer warehouse.

Why customers love Doorstep Pickup

No printing labels, no packing boxes, and most importantly, no leaving the house.

By simplifying the tedious task of returning something, 80% of customers say they would be more likely to shop at a brand that offers doorstep pickups vs one that doesn’t.

Why brands love Doorstep Pickup

A cost neutral option that provides a premium customer experience.

Without customers putting off returns until the last minute, you’ll see an improvement in your resale speed.

When returning is easy, there’s a proven increase in customer retention and lifetime value.

99%

On-time pickup

4.9/5

Customer satisfaction

Ready to change how you return?

FAQ

Operations

How do our products get from the customer's doorstep back to our warehouse?

First, your customers schedule their pickup time when completing their return or exchange. Next, the day before their scheduled pickup, they will receive a text from Veho reminding them that their pickup is scheduled for the next day. The day of, they will receive a 4 hour window for their scheduled pickup. Once the Veho driver successfully completes the pickup, they deliver the items back to a Veho warehouse where they are scanned and labeled with your return to carrier label. Veho then passes the return off to the appropriate carrier to complete the process.

Which carrier do you use for delivery at our warehouse?

We are currently set up to hand off packages to USPS, UPS, and Fedex. We also can offer consolidated shipments depending on your weekly order volume.

What is the average transit time of the goods from the customer to our warehouse?

Our drivers return the items back to a Veho warehouse on the same day the pickup is completed. Once safely at our warehouse, packages are labeled and handed off to the appropriate secondary carrier on the next business day.

What markets does Veho currently service?

We currently cover 28% of the US population and are expanding rapidly! We service customers in the following cities and surrounding areas: Atlanta, Austin, Baltimore, Boston, Charlotte, Chicago, Cincinnati, Colorado Springs, Dallas, Denver, Fort Collins, Fort Lauderdale, Houston, Indianapolis, Las Vegas, Miami, Milwaukee, Nashville, Newark, Northern Virginia, Oklahoma City, Orlando, Phoenix, Philadelphia, Raleigh, San Antonio, St. Louis, and Tampa.

Are there any restrictions to the items you will pick up?

We cannot pick up items in excess of 50 pounds or having a length exceeding 48 inches. Packages may not contain anything categorized as dangerous goods such as perfumes or items containing lithium batteries.

How does Veho source & hire their drivers?

Veho uses the gig economy to hire independent contractors as drivers. Drivers must have a valid driver's license, car insurance, and pass a comprehensive background check to drive with Veho. Once onboarded, they are subject to behavioral and compliance audits to ensure they are operating according to our quality standards.

What time of day does Veho complete doorstep pickups?

Customers can schedule their pickup for anyday of the week, Monday through Sunday. Drivers will complete pickup routes from 8 am to 8 pm local time.

Customer Support

How do I ensure my products are protected during the returns process?

Our drivers will place your items in a sealed polybag when they complete the pickup and then apply a Veho QR code to the package to associate the items with your return. Our warehouse teams then scan the QR code and label it appropriately so it makes it back safely to its final destination.

Do customers need a printer?

Nope! Veho will print and affix the label for them.

How does the driver confirm they are picking up the right items?

We power 2-way SMS messaging every step of the pickup process. While your customers' phone number will always be masked from our drivers, the two parties can and do communicate regarding ETA, where the package can be found and what the package looks like. Customers can also leave specific pickup instructions for the drivers when they schedule the pickup initially.

If a customer schedules a pickup with Veho and later needs to change their day, what do they do?

Customers will receive a text once they've scheduled their pickup from Veho confirming their pickup date. In order to select a different date, they simply can text this phone number back to reschedule. They can reach Veho support directly by texting 68953.

If one of our customers reaches out to Veho via text, how quickly can they expect a response?

Our average response time is 5 minutes.

If a customer reaches out to the merchant reporting an issue with a Veho pickup, how should the merchant respond?

Reach out to returns-support@shipveho.com with the customer name and order number. We will help troubleshoot to ensure your customers are taken care of!

What happens if a customer forgets to leave their package out for the Veho driver to pick up?

If a driver cannot find the package when they arrive at the customer location, they will attempt to contact the customer using the encrypted call function in our app. They can also ask our internal support team to contact the customer over text to help find the package. If they have confirmed that they cannot find the package or get in touch with the customer, they will mark the stop as skipped. The customer will then receieve an automated text from Veho stating "Unfortunately, we were unable to pick up your package today. To reschedule, please reply to this message."

What communication will our customers receive directly from Veho?

Veho will send a text to your customer for the following events. If any custoomer does not want to receive texts from Veho, they can reply "Stop" at anytime.
‍
1. Text confirming scheduled pickup date
2. Text sent reminding customer of the pickup scheduled for tomorrow
3. Text sent providing the customer with a 4 hour pickup window once the driver has started the route
4. Text sent confirming package has been pickuped up and provides the timestamp of pickup
5. Text sent asking for a rating of 1-5 of their pick-up experience

In the event a driver cannot successfully complete a pickup due to access issues or inability to locate the package for example, the customer will receive a text providing instructions to reschedule the pickup

Can a customer switch their return method if they change their mind?

Absolutley! The customer can text Veho directly at 68953 and request that their scheduled pickup be cancelled. Then the customer has to notify the merchant that they would like to change their return method and need the associated shipping label to complete the return.

Pricing

How much does the service cost us and our customers?

Veho charges $6/doorstep pickup to the merchants. Merchants have the ability to set the fee they want to charge customers for this service within the loop portal. Most merchants set this fee at $6 so the cost of Veho is net $0 for the merchant. With a $6 fee, loop merchants have seen on average 40% of customers selecting Veho doorstep pickups versus the standard Box and Ship It return method.

How do customers pay the fee?

If a customer is issuing a return, the pickup fee will simply be withheld from their refund when you process their return. If they are processing an exchange or using the shop now credit, they can pay for the Veho pickup fee when completing the loop flow. The funds will show up in your stripe account just as they do when a customer uses a Shop Now credit.

Are there any surcharges on the Veho pickup cost?

No! We charge a flat rate with no surprise surchages or fees.

Contracting & Terms of Service

Will we be signing a contract for a set time duration?

There is no minimum time requirement associated with the service. If you or your customers are unsattisfied with the service at any point, you can simply deactivate Veho as a return method in the loop portal.

How does invoicing work?

We will invoice you on a weekly basis for $6/pickup. Payment is due within 7 days of the invoice. You will provide your billing contact information when completeting the contract and payment can be made through bill.com.

What payment methods do you accept for the weekly invoices?

Payments are completed on bill.com entering either ACH or credit card payment information. Bill.com allows you to enable autopayments if you chose to do so.

Still have questions?

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