Get Your Customers Ready
Communicating with your customers about DRS
The Deposit Return Scheme (DRS) will change
how customers shop and return eligible drinks containers.
Customers will need to understand how the scheme works, which bottles and cans are included, and how to claim their deposit back.
Retailers should be prepared to answer questions, guide customers through the return process and manage expectations, particularly during the early stages of the rollout.
Clear signage, well-informed staff and an efficient return system will help create a positive customer experience while keeping disruption to everyday trading to a minimum.
What you need to know
Difference between manual handling and a RVM
Convenience stores are vital to the success of DRS, especially in rural and island communities where larger return points may not be viable.
To ensure that the scheme is practical, fair and inclusive, retailers can take part manually or with automatic reverse vending machines (RVMs).
Manual returns involve accepting individual and empty drinks containers over the counter and storing them safely for collection. The deposit is refunded via the till. This works well in less busy shops and is cheaper than installing an RVM.
RVMs are automatic machines that scan and accept eligible bottles and cans, allowing customers to return containers quickly. Drinks containers are fed into the machine and a refund voucher is automatically issued.
Shops operating as manual return points will receive 3p per container, while those that have a reverse vending machine (RVM) will be paid 5p per container for returns up to 225,000 per year and 1.3p for handling more than 225,000 annually.
Informing your customers
Shops will need to start increasing awareness now, by letting their customers know that DRS is coming. This will ensure that return rates are as high as possible as soon as the scheme begins, and customers get in the habit of using your shop as a return point.
Media Campaign
Exchange for Change will be leading a mass public awareness campaign in 2027, including TV, radio, social media and digital advertising.