Drapers Fashion retail industry news, trends and analysis
Sales can be won and lost based on your returns policy page. Data from a new consumer survey conducted by returns solutions provider ZigZag, shows that 84% of UK shoppers check a brand or retailer's returns policy before purchasing, while 53% choose not to make a purchase if they do not like what they see.
A report by Barclaycard reveals that regular returners cost retailers £7bn yearly and impact profit margins, resources and carbon emissions.
But what do customers expect from the returns process?
Do they still demand that returns are free? Do they prefer to drop their parcel off at a Post Office or get it collected from their home? How long will they wait for a refund?
ZigZag surveyed over 2,000 UK consumers, as well as 4,000 shoppers from the US, Germany and France to find out.
Analysis of the survey offers expert guidance on crafting customer-centric returns policies, embracing sustainability, minimising returns, saving the sale and fostering loyalty.
Click here to download the Retail Returns Study 2024 and find out how you can transform your returns from a business cost to a profit centre.
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