Rugs Direct customers can book and manage returns directly through WhatsApp, without needing to download apps, log into portals or print labels.
Rugs Direct partnered with stampfree.ai and has launched a WhatsApp-based returns service for retail customers, marking a major step toward messaging-led ecommerce operations.
Powered by stampfree.ai’s appfree platform, Rugs Direct customers can book and manage returns directly through WhatsApp, without needing to download apps, log into portals or print labels.
Customers can choose between Evri and DX for returns and receive instructions within a chat interface. According to stampfree.ai, early use shows that all returns are now being processed via WhatsApp through the appfree platform.
Shift in Expectations
The launch coincides with findings from stampfree.ai’s Post & Parcel Trend Report 2026, which state that 88% of consumers are comfortable using messaging and social platforms such as WhatsApp to manage returns, indicating a change in customer preferences.
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Key findings from the report indicate frustration with fragmented returns processes:
- 77% want a single place to manage returns across retailers
- 68% say retailers don’t support their preferred channels
- 83% of consumers would choose a carrier offering WhatsApp-based booking
Together, these findings suggest a gap between consumer expectations and retailer capabilities.
“This launch with Rugs Direct shows one way the industry may develop,” said Tim Higginbotham, CIO of stampfree.ai. “Our research suggests that many consumers do not want additional apps or portals; they want simpler options. Messaging platforms like WhatsApp are becoming a common interface for everyday services, including returns. By working with Rugs Direct, we have turned that insight into a live retail service.”
Nick Acaster, managing director at Rugs Direct, said, “Returns are an important part of the customer experience in ecommerce. By introducing appfree returns with stampfree.ai, we have given our customers another option to manage their returns.”
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