Retailers must prioritise returns 

New Ideas in MarketingEssential news for marketers, summarised by YouGov
March 24, 2021, 4:41 PM UTC

An Invesp study found 92% of consumers will repeat purchases if the returns process is easy.

In 2020, British consumers spent a whopping £70 billion on online shopping– up 18% from 2019. Despite this unprecedented growth, retailers often overlook return processes and policies. In contrast, around 67% of shoppers read the returns policy before making a purchase.

Around 79% of customers want free return shipping, but only 49% of retailers offer it. With at least 30% of online sales returned, businesses must simplify their return processes unless they want to miss out on a large segment of their audience.  

Consumers also said that in-store returns were the preferred option pre-COVID, mainly because of its ease. They want services like doorstep collections, no-labels-needed and instant refunds. Addressing this service gap can help online retailers foster positive community engagement, build trust and increase repeat sales in 2021.

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