The returns dilemma

25/08/2016
Retailers hit by return costs as around 30 per cent of consumers deliberately over purchase
Recent data from UK Cards Association shows that women collectively spent £6.8billion on new clothes and shoes in the year to June, while men spent a comparatively meagre £1.5billion in the same period.

The research found that, despite splashing out on new clothes, many female shoppers regularly order more than they need with the intention of returning some proportion of their purchases. The rise in this shopping behaviour has left web-based retailers struggling to manage the returns demands of consumers while also protecting their bottom line and 20 per cent of retailers have had to increase their prices to cover the cost of returns. The study indicated that around 30 per cent of shoppers deliberately over-purchase and subsequently return unwanted items, with women twice as likely to be returners than men.
As retailers are faced with increasing consumer demand, they have little choice but to adjust their returns policy to cover potential losses. More than half of consumers say a retailer’s returns policy impacts their decision to make a purchase online. And almost 47 per cent of these would not order an item if they had to fund the cost of sending it back themselves. 57 per cent of retailers say that dealing with returns has a negative impact on the day-to-day running of their business, whilst one fifth of bricks and mortar retailers choose not to sell online because they are concerned about being able to afford the costs of managing the delivery and returns process.
Sharon Manikon, director of customer solutions at Barclaycard Global Payment Acceptance said: “Today’s time-pressed shopper expects the process to be fast, easy and free – and that applies to both buying goods as well as returning them. Faced with more choice than ever before, alongside a range different clothing and shoe sizes, it’s hardly surprising that this new breed of online shopper – the serial returner – is starting to emerge.
“Online spending will continue to rise and the need to keep pace with customer demands presents a dilemma for the UK’s SMEs, who need to protect their bottom line, but also compete with the larger players on the high street.”

Fonte:http://m.shopping-centre.co.uk/news/fullstory.php/aid/9217/The_returns_dilemma.html

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