It is well understood that returns are a fact of online retail life and not only is it now mandatory to give shoppers 14 days to make returns, it’s now recognised as good practice to do so. However – for most e-tailers, returns are a problem; a ‘failed’ sale and a bottom-line cost that does not encourage them to invest any more than absolutely necessary in dealing with the associated logistics.
And it shows, according to IMRG’s Blackbay Consumer Home Delivery Survey 2015, only 61% of shoppers are satisfied with the returns service they experience.
