How can I deter consumers from making a return?
Research from ZigZag Global estimates that retailers in the UK could miss out on £19bn worth of business in 2022 if their returns policy is not up to scratch.
Divided amongst the UK small retailer population (557,000) that’s an average cost of £34,111 per business.
That’s a staggering statistic. But the real cost driver is this: many customers buy with an explicit plan to immediately return some or all of their items.
According to the Hootsuite Digital 2022 report, 58.4% of internet users aged 16-64 purchase at least one item online each week.
Many of these are fashion consumers buying multiple versions of the same item in one purchase to test out sizes before sending things back.
It’s illegal to ban returns as a registered business. Companies must offer a refund to customers if they’ve told you within 14 days of receiving their goods that they want to cancel the transaction.
Allowing returns is also an important way to gain customer trust. In fact, in a survey from e-commerce solutions provider Doddle, 84% of buyers said that a positive returns experience encourages them to shop with a retailer again.
However, there are ways to discourage returns without doing away with them all together.
Whether you’re an established seller or looking to start an online store, we’ve listed 7 simple tips for reducing the rate of ecommerce returns below.