As the research suggests, retailers who do not offer an easy return process are losing sales and customer loyalty, with 84% of shoppers saying they will not come back to a brand if they have a poor returns experience.
Other key findings of the report:
75% of respondents said that easy returns are an essential factor in their choice of retailer;
86% said the option of free returns would make them loyal and more likely to keep coming back to a brand;
84% of shoppers want to be able to choose whether to return an item in-store or via post or pickup;
31% would be more likely to buy something online if they had the opportunity to pay for it after trying it at home;
the volume of online items being returned has climbed 14% in two years;
consumers returning faulty items has more than doubled between 2017 and 2019 (12% to 26%).
In addition, the research conducted by Klarna across 2,000 UK consumers in 2019, compared with the same data points from 2017 research, reveals that 82% of consumers say returns are now a normal part of online shopping.
For more information about Klarna, please check out a detailed profile of this company in our dedicated, industry-specific online company database.
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