Sumary of Retailers risk losing customers if they get returns wrong:
- Over eight in ten (84 percent) online shoppers would stop using a retailer after a bad returns experience, according to new research on shopping trends..
- The biggest frustrations with returns stem from the inconvenience of slow, out of date or inflexible returns processes, adds the report, with more than a third (36 percent) citing slow refund processes as the most frustrating element of returning items bought online..
- For retailers that get returns right, this can serve as a competitive advantage helping to attract new customers and boost customer loyalty..
- The report states that 84 percent of online shoppers agree they’re more likely to buy from and 86 percent are more likely to come back to online merchants who offer free returns..
- However, even a little added inconvenience can come at a cost, as 70 percent of online shoppers stated that if a preferred retailer stopped offering free returns, they might not shop with them..
- “Consumers often expect a returns policy to mirror that of delivery – fast, frictionless and free – but that not always the case….