A recent study by nShift and DeliveryX shows how important simple and hassle-free returns processes are for online shoppers. The “DeliveryX Returns 2024” report, sponsored by nShift, an Olso and London-based provider of cloud solutions for shipping management, shows that 54 percent of consumers consider easy returns to be an important aspect of their online shopping experience. This factor surpasses even the lowest prices or fastest delivery options retailers offer.
The study found that the ease of the returns process significantly influences customer perception and trust in a retailer. Approximately 67 percent of shoppers stated that a retailer’s return policy influences their trust in the retailer. In addition to the ease of returns, reliability is also crucial, with two-thirds of customers emphasizing its importance.
“The message is clear: customers expect returns to be easy. However, retailers need to balance this consumer preference with the overall interests of the business to ensure returns don’t become a ‘silent killer’ of profits,” commented Sean Sherwin-Smith, Product Director Post-purchase at nShift.
Sherwin-Smith suggested that a digital returns process can help e-commerce businesses develop a returns system that works for both the customer and the business. For example, retailers could offer free in-store returns while charging for postal returns to decrease return costs and encourage in-store visits where sales teams can promote exchanges or additional purchases. Alternatively, they could offer free returns to most customers but charge fees for those who return items frequently.
In his latest blog, Sherwin-Smith advises retailers looking to overhaul their returns strategies to focus on Delivery & Experience Management (DMXM). DMXM helps retailers build brand loyalty, reduce costs and increase sales through delivery. It transforms shipping and delivery into a delightful customer experience while increasing efficiency in warehouses and delivery teams.
“A great customer experience connects the dots from checkout to the customer’s doorstep and beyond to repeat purchases,” concludes Sherwin-Smith. “It should be simple and intuitive for customers, while providing insights and information that help retailers optimise their business.”
The full DeliveryX Returns 2024 report is available for download here.
