Asda is introducing self-service for returns and tobacco purchase. Credit: Nigel J. Harris/Shutterstock.

British supermarket chain Asda has initiated a trial of a new self-service returns system, which includes an innovative “drop box” feature, at its Ashton-under-Lyne store in Greater Manchester.  

The pilot programme allows customers to return items ranging from groceries to electronics with ease by scanning their receipt and the product’s barcode at a self-service machine before depositing the item into a chute or cupboard. 

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If an automatic refund is not possible, for example when a customer no longer has their receipt, manual assistance can be requested.  

Asda is also experimenting with a service that could revolutionise the purchase of tobacco and vape products, eliminating the need for customers to queue at traditional kiosks. 

The trials, which commenced in October 2024, are being conducted in two phases. Initially, staff will operate dispensers to serve shoppers from the available kiosk area.  

In the trial’s second phase, customers will be able to select tobacco products at self-serve tills where age verification will occur. They will then scan their receipt at an automated vending machine to collect their items. 

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Asda retail front-end service senior manager Alexander Lacy said: “We recognise that a key pinch point for customers is at the kiosk and customer service desks in our stores, with added queue times and multiple missions taking place in a small area.” 

The move by Asda reflects a broader trend among retailers to improve self-checkout services for better efficiency.  

Sainsbury’s is also testing larger self-checkout tills as part of its efforts to streamline the shopping process. 

In June 2024, Asda relaunched its “Happy to Chat” initiative, which offers delivery drivers the option to add a “Happy to chat about the game” badge to their work clothing. This indicates their willingness to socialise with customers while shopping is being delivered.