The research reveals that in the face of rising numbers of “serial returners”, 20% of retailers say they have taken measures to make their returns policy more stringent in 2018, with a further 19% planning to do so in the next 12 months.
Of these businesses that have tightened up their policies, 41 per cent say this is because too many customers are over-ordering items knowing they will return the majority, while 31% claim shoppers are using items and then returning them.
Other findings of the report:
stricter policies are starting to take effect, with 14% of shoppers having been penalised for flouting the small print;
consumers are feeling the impact of retailers becoming stricter in implementing their returns policies, with 14% saying they have been penalised by a retailer for their returns behaviour, from warning emails to account deactivations;
29% of respondents admit they order items that they intend to return;
20% of shoppers say they will only shop at retailers that offer free returns;
49% say a retailer’s returns policy influences where they choose to shop;
18% report they will only choose retailers that offer free returns.
46% are concerned about the environmental impact of over-ordering and returning goods;
11% have actively reduced the amount they order and return to protect environment.
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