Free returns increasingly important to online shoppers
Retailers who don’t offer an easy returns process are losing sales and customer loyalty, with 84% of shoppers saying they will not use a retailer again if they have a poor returns experience, according to new research from payment provider Klarna.
The majority of consumers (82%) say returns are now a normal part of online shopping, while 78% say that the option of free returns would drive them to buy more. The research also reveals that the volume of online purchases being returned has climbed 14% since 2017.
Consumers are demanding more choice of returns locations too. Some 84% of online shoppers say they want to be able to choose whether to return an item in-store, via post or doorstep collection.
Buy now, pay later payments services such as Klarna are increasingly being adopted by retailers as a way to drive both sales and customer loyalty. In the research, 63% of respondents said that ‘pay after delivery’ would encourage them to keep more items.