84 per cent of online shoppers would refuse to use a retailer again after a bad returns experience according to new research from Klarna.
The research also found that 39 per cent of consumers have done more shopping online since the start of the pandemic, driving the number of returns.
According to Klarna, 83 per cent of consumers admit to becoming frustrated by retailers’ inefficient returns processes, while 82 per cent conclude that retailers need to improve returns.
Slow refunds were a common cause of frustration for consumers returning purchases online, with 36 per cent citing them as the most irritating element of returns.
