Over half of consumers see ‘easy’ returns as very important while 84% believe the returns experience dictates whether they purchase from a retailer again

LONDON: As retailers enter the final stages of the pre-Christmas shopping period, it is vital they have adequate returns capacity in place to cope with the volume of returns they are likely to receive. This is the view from nShift, the global leader in parcel delivery management software after reports suggest as many as 1-in-3 shoppers will send back their Black Friday and Cyber Monday bargains1.

The DeliveryX Returns 2024 report, conducted in partnership with nShift, also found that 54% of consumers see ‘easy’ returns as very important. Returning items is also a trend on the increase. The impact of a retailer's returns offering not meeting consumer expectations is significant. Indeed, 84% of consumers say a poor return experience will lead them to stop purchasing from a brand2.

Maarten Tops, product director enterprise at nShift said, “Returns are an inevitable part of retail today but they are a huge cost to retailers. However, with the right returns strategies in place retailers can reduce the revenue hit to ensure items go back on shelves and back out to customers as quickly as possible.”

Returns as a business driver

While returns are inevitable, there are ways retailers can benefit if they have the following strategies in place:

Tops concluded, “A good returns policy doesn’t have to be complicated. But it’s vital that it’s user-friendly for the shopper. If the customer relationship begins when a non-customer goes to the online checkout and clicks on the buy button, then the first test of that relationship is how the retailer deals with requests to return the goods.”

About nShift

nShift’s delivery & experience management platform drives ecommerce success. Grow beyond limits with constant innovation and the world’s largest carrier network. Build customer loyalty with end-to-end tools that enhance experience. Unify data into usable insight that connects and optimizes processes. With nShift, make delivery the essential link between your brand and your customers.

nShift. Worry less. Ship smarter. www.nshift.com

1 https://channelx.world/2024/11/return-tuesday-for-black-friday-cyber-monday-regrets/

2 https://internetretailing.net/84-of-shoppers-will-reject-retailers-that-deliver-a-poor-returns-experience-23214/

Fonte: Business Wire