89% of consumers say that ease of returns is a top priority when purchasing online, according to Sorted and expect large corporates in particular to offer a seamless returns process.
Surveying 2,000 UK respondents, Sorted found that strong returns processes help to generate a return on investment, with 61% saying they would be more likely to exchange a product bought online than get a refund if exchanging was made simpler.
Those that saw issues with returns were likely to abandon the sale, with 81% saying they would avoid ordering from an online retailer in this case. 44% would not re-order if they had experienced issues with their return process, and 36% would be reluctant to reorder from those retailers failing to provide clear returns details.
Once again the desire for communication was highlighted with more than three-quarters (77%) saying that timely updates on the progress of their return, refund or exchange would make them more likely to purchase from that retailer again. Consumers also highlighted the need for a quick and simple refund process (42%) and the ability to return via a local shop or a convenient location (26%).
Consumers were more forgiving of issues with returns with smaller retailers but 94% expect large corporate retailers to have a seamless returns process in place.
Carmen Carey, CEO of Sorted, said retailers could do much to improve the experience. “In the aftermath of the Christmas peak, retailers are going to be dealing with an influx of returns. However, at every opportunity, a refund could become an exchange. Those who fail to offer quick and convenient ecommerce experiences will no doubt suffer in this competitive landscape.”
