According to a recent report by locker network operator InPost, shoppers in Britain are currently holding onto £2.4 billion worth of unreturned goods purchased online. With store closures during lockdowns causing delays in the return process, retailers are bracing themselves for a potential “time bomb” of returns once stores reopen.
The study, which surveyed 2,000 individuals, revealed that each person has an average of three items, totaling £165, waiting to be returned. The extended returns windows put in place by many retailers during the lockdown have not been enough to prevent a backlog of returns, as 51% of UK shoppers admit to accumulating more unwanted purchases than in previous lockdowns.
Returning items in person has become nearly impossible with physical shops closed, leading to consumers hoarding products they would have otherwise returned. This has left online shoppers feeling frustrated with the time-consuming and burdensome process of returning items, as well as concerns about social distancing while doing so.
To address these challenges, consumers are calling on retailers to simplify the returns process and offer more contact-free options. Additionally, 29% of survey participants believe that expediting the refund process during the current restrictions would help to regain consumer trust and encourage spending.
As the industry anticipates a surge in returns once stores reopen, retailers will need to find innovative solutions to streamline the returns process and reassure consumers. Approximately 20% of people even anticipate an increase in their spending once the returns backlog is cleared, signaling a potential post-lockdown revival in shopping activity.
For more information on the challenges facing the retail sector in managing returns during lockdowns, you can visit Business of Fashion and Retail Dive.
