InPost is to scrap its network of over the counter (OTC) parcel pick-ups and drop-offs (PUDO), messages from the company to partnered stores have confirmed.

In early May, the parcel company sent emails to UK stores providing OTC InPost services asking them to instead consider installing InPost lockers.

The messages from an InPost sales development executive, seen by Better Retailing, confirmed the scrapping of the service would affect existing OTC stores and said the move was due to the company finding ‘more success’ with lockers.

InPost’s message to stores read: “Starting in June, we will be transitioning away from all over-the-counter services across the UK. In their place, we are introducing Automated Locker, which offer enhanced convenience and efficiency. We believe your site presents a viable opportunity for the implementation of this innovative system.”

The InPost OTC concept was launched nearly two years ago while InPost was rapidly expanding its locker network, which now includes around 10,000 UK sites. At the time, InPost said the OTC service would take ‘convenience to the next level for our customers.”

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Sag Hussain, owner of Premier – The Avenue Convenience Store, in Middlesbrough is one of those affected. He has approximately 120-140 InPost PUDOs per day, enough to fill five of InPost’s smallest lockers. Hussain said the service he’d received so far from InPost had been ‘absolutely exceptional’ giving high-praise for its delivery and service standards.

While he accepted the locker payments may be higher than OTC stores are receiving, he warned many sites, including his, were unlikely to meet the space requirements for lockers.

He told Better Retailing: “We don’t do it for commission, we do it because I’ve used a notepad and counted how many parcel customers also buy an item in-store, it’s 80% of all InPost customers.

“Many of these are first-time visitors and become regulars because of the quality of service, range and value we provide. There is no way a store can achieve the same success if the parcel service user isn’t even setting foot through the door.”

When asked about the changes, an InPost spokesperson told Better Retailing: “Building a convenient Network for consumers to pick up and drop off parcels is integral to InPosts’ growth strategy. We are 100% committed to working with stores alongside our expansive locker network, and we are in fact planning to extensively expand our store offering over the coming months. We’re pleased to hear that Mr Hussain is happy with our “exceptional service” and the significant footfall it helps drive. We’d be happy to speak to him directly to identify a InPost network solution that works for him.“

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