With Spike in E-Commerce Returns Expected Post-COVID-19,
Retailers Must Ensure Their Returns Processes and Systems are
Ready, as 74 Percent of Respondents Think Retailers Need
Returns Improvement
WILKES-BARRE, Pa., June 30, 2020 /PRNewswire/ -- Doddle, a leading
international e-commerce solutions provider that designs, develops
and integrates consumer fulfilment and returns technology,
announces the findings of a survey it conducted to uncover how
important the e-commerce returns experience is to
consumers. The research of almost 1,400 U.S. consumers was
done in May 2020.
It has been challenging for many retailers to understand the
overall effect of e-commerce returns, as the process has typically
been manual, not digitized like other processes including delivery
and payment. With no real insight into the impact of returns, they
have been considered a necessary but unfortunate cost and therefore
sidelined in terms of importance, particularly with regards to
customers' overall satisfaction and retention.
Interestingly, though, Doddle's survey found that consumers
weigh returns as equally significant as delivery and payment with
regards to their overall e-commerce experience, even slightly more
so. (84 percent said the returns experience is important with
regards to their opinion of a retailer, with 83 percent saying the
same for delivery and payment, respectively.) It also found that
almost three quarters of respondents (74 percent) feel retailers'
returns experiences need to be better.
Following are some highlights from Doddle's research:
- 84 percent of respondents said a positive returns experience
encourages them to shop with a retailer again
- 74 percent of consumers noted that U.S. retailers should do
more to improve their returns experiences
- When asked what would make respondents reconsider shopping with
a retailer in the future
-
- 60 percent said if they had to pay shipping fees to return an
item
- 40 percent said if it took a long time to secure a refund on
their return
- 38 percent said if the returns policy window was too short
- 32 percent said if they need to obtain a return authorization
from customer support
- 30 percent said if they were not able to track a returned
item
- When asked what they would prefer from retailers when
returning an item
-
- 68 percent of respondents said free returns
- 45 percent said convenient locations to return an item(s)
to
- 44 percent said reusable/resealable packaging that can be used
for returns
- 41 percent said communications and visibility (tracking the
parcel, confirmation of receipt, refund information, etc.)
- 38 percent said being refunded once the item has shipped
- 33 percent said no need to print a returns label
"This insight is now more critical than ever, as COVID-19 has
generated a significant bump in e-commerce sales, with e-commerce
returns only expecting to increase as well as a result," said
Dan Nevin, Doddle's North America
CEO. "Between the impending surge in returns, consumers'
experiences with the process and the overall impact on satisfaction
and retention, the timing has never been better for retailers to
get a solid handle on their e-commerce returns processes and
systems. Platforms like Doddle's digitize and streamline the
returns journey for both consumers and retailers, providing ease
and convenience for consumers and knowledge for retailers that
enables them to improve customer interactions and reduce
costs."
Doddle's survey was conducted by YouGov. All figures, unless
otherwise stated, are from YouGov Plc. Total sample size was 1,386
adults. Fieldwork was undertaken between May
5-7, 2020. The survey was carried out online. The figures
have been weighted and are representative of all U.S. adults (aged
18+).
For more information and an infographic of the survey findings,
visit
(https://www.doddle.com/us/the-returns-experience-is-critical/).
About Doddle
Doddle believes in the power of lasting impressions and helps
carriers and retailers around the world create e-commerce delivery
and returns experiences that attract customers, create
differentiation and foster loyalty. Doddle uses its years of
fulfilment experience - developed in one of the world's toughest
e-commerce markets - to help retailers and carriers devise sector
leading fulfilment strategies that enhance customer experience,
promote sustainable solutions and drive profitability and
efficiency. Doddle's white-label technology powers the creation,
roll out and management of a full delivery ecosystem enabling
processes from click & collect, click & reserve and ship
from store through to automated returns. Each of its solutions is
designed to drive loyalty, create cross selling opportunities,
promote efficiency and address the need for more sustainable
solutions. Doddle's expertise and technology is trusted by some of
the world's biggest retail and fulfilment brands from ASOS and
Amazon to USPS and Australia Post. Headquartered in London, Doddle also has regional teams in the
U.S., Australia, Europe and the Middle East. Find out more at: doddle.com