The period after Christmas is not only a time for shopping for new items but also a time for returning unwanted gifts. According to Royal Mail, the number of return parcels is expected to increase by 52% compared to the average number of returns per day in December. This spike in returns follows the successful shopping events of ‘Super Saturday’ and ‘Frenzied Friday’ just before Christmas.
Returns are a crucial aspect of the online shopping experience, and it is essential for retailers to provide a smooth and convenient returns process. A study commissioned by Royal Mail revealed that 81% of shoppers agreed that a positive returns experience would make them more inclined to shop with the same retailer in the future. Moreover, 81% of consumers stated that they were less likely to shop with a retailer that charges for returns, compared to those that offer free returns.
The study also indicated that 47% of respondents considered free returns as the most significant factor in choosing one retailer over another. This highlights the necessity for retailers to offer free returns in order to attract and retain customers. Additionally, 61% of those surveyed expressed a preference for having their return parcels collected from their homes instead of having to drop them off themselves.
Nick Landon, Chief Commercial Officer at Royal Mail, emphasized the importance of an easy and convenient returns experience for retailers. He emphasized, “As every retailer knows, an easy and convenient returns experience that aligns with shoppers’ expectations is vital for repeat business.”
The significance of a seamless returns process cannot be overstated as online shopping continues to grow in popularity. Retailers must prioritize improving the returns experience for their customers to ensure satisfaction and encourage repeat business. This includes offering free returns and providing convenient options for returning items, such as home collection services. By doing so, retailers can enhance the overall online shopping experience and cultivate stronger relationships with their customers.
Useful Links:
1. Entrepreneur – How to Improve the Returns Experience for Online Shoppers
2. Shopify – How to Offer Free Returns and Why It’s Essential for Ecommerce Success
