An inevitable side effect of eCommerce is the rise of returns. Whilst you can do everything you can to make sure that your customers are happy with their product, returns are unavoidable. In fact 74% of consumers admit to buying multiple sizes with the intention of returning . However, many customers now have to think twice before placing an order as some major retailers, such as Zara, Boohoo and Abercrombie and Fitch, have scrapped free eCommerce returns, and others, like H&M, are still considering the decision.
Although 60% of consumers in the UK would consider shopping elsewhere to avoid online return fees , there’s other research in the UK that has found 50% of UK adults saying it’s the customer’s responsibility to pay for shipping charges while making online returns . So, is it time we break old patterns and start looking at charging for returns in a new light?