One in three online shoppers give up on their purchases if the store doesn’t have a transparent return policy

  • Its results also indicate that the biggest challenge for consumers is figuring out the details of the email return process, and the least difficult packing the package.
  • Over 80 percent Internet users are more likely to buy from platforms with an automated return process, and for most, the most important aspect of returning a product is free shipping.
  • 31 percent of respondents say they often or very often give up shopping at a particular store or abandon the cart immediately because they are unhappy with the return policy.

Currently, 77% of internet users shop online and this method is gaining popularity every year. Its main advantage is convenience: shopping can be done without leaving home, and with just a few clicks, consumers have access to an almost unlimited and varied offer from numerous stores. In addition, consumer law provides that, if necessary, buyers can return the goods within 14 days without giving any reason. As the van survey shows, most buyers are eager to use the return option, and only 29 percent. of respondents admitted not having returned their purchases. In turn, up almost 60 percent. Internet users return on average 1 product ordered out of 5, and less than 8%. on average 2 out of 5 articles.

– In terms of delivery methods and payments in e-commerce, Poland is at the forefront of Europe. In most cases, the appearance and operation of online stores are also at a high level. However, the area of ​​returns has always been neglected. Still too often we are faced with having to print and complete return paperwork, find a courier yourself, or sort out all the details over email. Meanwhile, in order to build buyer trust and loyalty, returns should be as fast, intuitive and preferably free as possible – says Rafał Agnieszczak, CEO of Furgonetka.

The biggest hurdles when returning products

Today, almost exclusively large e-commerce platforms have implemented a user-friendly return service. In the case of small online stores, the process is not automated and cannot be easily implemented with a few clicks in the customer panel. No wonder then that the most difficult task related to returning purchases was indicated by the activity that many e-shops now have to perform, i.e. defining the details of the process by email (48% ). This is not only cumbersome and cumbersome for both parties, but can also prevent the customer from returning the products within the legal deadlines.

Second place was ordering in person from a courier (33%), followed by printing the label (22%) and delivering the product to a parcel locker or pick-up point (18% ).

The smallest obstacle turned out to be product packaging, reported by only 12%. Internet users. This is probably due to the fact that up to 89 percent. of consumers are returned the items in the packaging in which they received them. Some of the largest online stores take this into account when sending products in packages already ready for return, for example, have a tape glued to them, thanks to which they can be easily closed and returned. In addition, in the case of large platforms, you can also find another convenience – along with the products, sellers send a return form with a filled-in label in the package.

What do the Poles expect from the returns?

As the results of the survey conducted by the van show, up to 79 percent. of the respondents, the most important aspect related to the return is the absence of costs for the return of the products. In turn, for 10 percent. most important was the fast return process – via app or website. The Poles would also like to be informed of the course of the trial. Receiving refund information from the store was particularly important – this item scored 55%. respondents, as well as the shipment reaching the seller (50%). 42% would like to receive notifications about all transportation statuses. consumers.

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31 percent of respondents said they often or very often give up shopping at a given store or abandon the cart in the process because they don’t like the return policy, e.g. return paid, lack of method desired, difficult procedure, etc. , up to 61% of respondents said they had not made another purchase due to a previous negative experience returning the product to a given store.

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