Retailers rethink returns policies due to increase in returns volume, study shows

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.