54% of shoppers demand easy returns
31 July 2024 - 6:18PM
Business Wire
A study by nShift and DeliveryX has found that retailer
reliability and simple returns are two of the most influential
factors when shopping online
Today’s shoppers want easy and simple ways to return unwanted
items. Without such options, they are less likely to part with
their cash in the first place. That’s the key finding from a new
report sponsored by nShift, the global leader in delivery &
experience management (DMXM).
The DeliveryX Returns 2024 report identified that 54% of
shoppers see easy returns as very important. This is ahead of
retailers offering the lowest price or the quickest delivery.
Examining how increasingly influential this element of ecommerce is
to both shops and shoppers, the report also found that the ease of
the returns process has the potential to shape their opinion of a
retailer. Some 67% of shoppers admitted that a retailer’s returns
policy influences how much trust they place in them. Beyond the
returns process, the report also found that the reliability of a
retailer is important for two thirds of shoppers.
Commenting on the report, Sean Sherwin-Smith, Product Director
Post-purchase at nShift said, “The message is loud and clear –
shoppers expect returns to be easy. But retailers have to balance
this clear consumer preference against the wider interests of the
business, ensuring that returns don’t become the 'silent killer' of
their profits.
“A digital returns process makes it easier for ecom companies to
set the returns process that works for both their customers and the
business. They could choose to offer free returns in store but
charge for items sent back in the post. Not only does it keep the
costs of returns down, but it also drives shoppers in store where
sales teams can encourage them to exchange their item or make
additional purchases. Alternatively, they could grant free returns
to the majority of customers but introduce charges to those that
regularly return.”
In its latest blog, nShift offers advice for retailers looking
to revamp their return strategies by placing delivery &
experience management (DMXM) at the core of their offering. DMXM
enables retailers to build brand loyalty, reduce costs, and
increase revenues, with deliveries. With DMXM, shipping and
deliveries become customer experiences which surprise and delight
shoppers, while reducing costs and unlocking efficiencies across
warehouses and delivery teams.
Sherwin-Smith concluded, “An outstanding customer experience
joins the dots from the checkout to the customer’s doorstep and on
to buying again. It should be easy and intuitive for customers,
while yielding insights and intelligence to help retailers run a
tighter business.”
Download your copy of the DeliveryX Returns 2024 report to find
out more.
nShift. Worry less. Ship smarter. www.nshift.com
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Robin Grainger robin.grainger@fourteenforty.uk +44 (0) 7941
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