News • 09.02.2022

Ease of returns as top priority in online purchase

Right returns process reaps the most consumer loyalty

A man carrying packages with a forklift; Copyright: Jake Nebov/Unsplash...
Source: Jake Nebov/Unsplash

89 percent of consumers identify ease of returns as top priority when purchasing online. That’s according to new data from delivery experience platform Sorted, which found that retailers who get the returns process right will reap the most consumer loyalty.

The survey found that those with strong returns processes in place will also see a return on investment, with 61 percent saying they would be more likely to exchange a product bought online than get a refund if exchanging was made simpler.

Adversely, 81 percent say they would avoid ordering from an online retailer if they saw issues with their return process, a concern for retailers when 29 percent of consumers claim to have had an unsatisfactory returns experience in the last 12 months. The data also revealed that 44 percent would not re-order from an online retailer if they had experienced issues with their return process, and 36 percent would be reluctant to reorder from those retailers failing to provide clear returns details.

The need for seamless returns 

The research also demonstrated a real hunger for proactive communications, with 77 percent saying that getting timely updates on the progress of their return, refund or exchange would make them more likely to purchase from that retailer again. Additionally, a quick and simple refund process (42 percent) and the ability to return via a local shop or a convenient location (26 percent) was revealed as crucial for customers.

Consumer expectations were also identified, with respondents saying they are more likely to be lenient with smaller retailers when it comes to returns. Alternatively, over nine in ten believe it is important for large corporate retailers to have a seamless returns process (94 percent). The findings come at a time when ecommerce continues to soar, following a trend that has polarized retail since the onset of the pandemic. 

Source: Sorted

related articles:

popular articles:

Thumbnail-Photo: Last mile delivery with autonomous driving
31.01.2022   #Tech in Retail #delivery

Last mile delivery with autonomous driving

Pix-E offers a clean, bright and re-imagined future for the high street

With the home delivery season peaking last month as more households than ever elected to Christmas shop from home, researchers, think tanks and civic authorities agree that systemic change is required to enable the benefits of these ...

Thumbnail-Photo: Retail Supply Chain & Logistics Expo
21.01.2022   #retail #data analysis

Retail Supply Chain & Logistics Expo

2nd & 3rd March 2022 - ExCeL London

Retail Supply Chain & Logistics Expo is the ultimate hub for retailers to source the solutions that will ensure their supply chain is running as smoothly and efficiently as possible. Taking place at London’s ExCeL on the 2nd & 3rd ...

Thumbnail-Photo: Coco, the remotely-piloted delivery service
23.12.2021   #food retail #Tech in Retail

Coco, the remotely-piloted delivery service

New model Coco 1 expands delivery radius and volumes

Coco, the robot based delivery service, announced the official launch of COCO 1, a larger, more advanced version of its signature pink bot.The Coco 1 is a first of its kind delivery robot designed and manufactured in partnership with the micro ...

Thumbnail-Photo: Efficient and networked operations in e-commerce warehouses...
24.01.2022   #e-commerce #data analysis

Efficient and networked operations in e-commerce warehouses

Proactively preparing for seasonal peaks using big data

Digital shopping round the clock means particular service requirements for e-commerce retailers, e.g. providing maximum availability and meeting very short delivery deadlines. Due to the increasing complexity of processes related to warehousing and ...

Thumbnail-Photo: Sam’s Club relies on new automation
02.02.2022   #Tech in Retail #logistic solutions

Sam’s Club relies on new automation

Sam’s Club starts national deployment of automated inventory analytics robots

Sam’s Club, a division of Walmart Inc. and a leading membership warehouse club, today announced the national, chain-wide roll out of Inventory Scan that will be added to their existing fleet of robotic scrubbers in partnership with Brain Corp ...

Thumbnail-Photo: Paving the way for supply chains of the future...
15.12.2021   #digitization #data warehouse management

Paving the way for supply chains of the future

First UPS Supply Chain Solutions (SCS) Asia Pacific innovation centre: digital revolution and future-proof supply chains

Supply Chain Solutions (UPS SCS) officially opened its first innovation centre globally, connecting businesses in Asia with emerging technologies in logistics. Located in Singapore, the UPS SCS Asia Pacific Innovation Centre will see UPS ...

Thumbnail-Photo: Home pickup for convenient ecommerce returns...
16.03.2022   #customer satisfaction #services

Home pickup for convenient ecommerce returns

Narvar service available in ten major metros in the U.S. including San Francisco, NY, LA and Chicago

Narvar announced the rollout of its Home Pickup service, a carrier-agnostic returns service that allows shoppers to schedule a courier to pick up return packages at their homes. More than 70 retailers, including DSW and Ann Taylor, piloted the ...

Thumbnail-Photo: Cross-Border Commerce Europe launches blue paper on green supply chains...
04.02.2022   #online trading #e-commerce

Cross-Border Commerce Europe launches blue paper on green supply chains

Leading C-Level executives from global retailers contributed to report

Cross-Border Commerce Europe, the platform driving cross-border e-commerce in Europe, publishes its latest blue paper summarising the learnings of seven knowledge and brainstorming sessions between C-Level executives from leading global retailers ...

Thumbnail-Photo: One in five will buy groceries online in 2024...
20.12.2021   #food retail #Tech in Retail

One in five will buy groceries online in 2024

Report highlights need for grocers to improve online experiences

Spryker Systems has launched its U.S. Online Grocery Report 2022. The research finds that almost half (47 percent) of Americans buy at least some of their groceries online. The research surveyed 2,500 consumers from across the U.S. on their ...

Thumbnail-Photo: 7-Eleven launches first commercial autonomous delivery service in...
14.12.2021   #Tech in Retail #delivery

7-Eleven launches first commercial autonomous delivery service in California

7-Eleven and Nuro partnership

7‑Eleven, Inc. is bringing a futuristic innovation to Mountain View, CA, customers by piloting autonomous delivery with Nuro, a robotics company transforming local commerce with autonomous vehicles.In collaboration with Nuro, 7‑Eleven is ...

Supplier

Rhenus SE & Co. KG
Rhenus SE & Co. KG
Rhenus-Platz 1
59439 Holzwickede