Your guide to management of returns

7
common
shortfalls
in reverse logistics
In the study ”The Great Returns Race”, return experts of ReBound examine
144 of the United Kingdom’s leading fashion brands in order to find out what
the typical shortfalls in returns policies are.
54% of online shoppers consider
returning goods even before
they have bought it!
Kilde: eDelivery
ReBOUND elaborates the main findings of the study and explains why some of the
leading fashion brands do not manage to lead a good returns policy. The causes
are listed according to which areas demand most attention:
1.
2.
3.
Free Returns
There are arguments on both sides of offering free returns or not, as businesses
pay the potentially expensive return shipping. On the other hand,
free returns are very attractive for the customer. Companies have to analyse
whether free returns bring more or less value to their business than if
the customer pays the return shipping.
Not enough return options
Eventhough many retailers offer several return options for domestic customers,
there is a significant shortage of choice offered to international customers,
with only 23% of brands offering a choice of three or more ways to
return.
Customised for Each Country
44% of fashion brands to not adapt their returns policies to customers outside
of the United Kingdom. Often, there is a need to adapt adress fields
and contact details in connection with cross border returns.
4. Timescale
28% of fashion brands played it safe by offering the compulsory 14 day return
period. Three brands, however, stood out from the crowd with generous propositions
of 365 days.
5.
6.
7.
67% of online shoppers check
the returns policy of a webshop
before placing an order.
Kilde: Universe of Delivery
Lack of Promotion of Returns Policy
Across the board, there are missed opportunities to promote the returns
policy towards customers. No less than 18% of brands do not promote
their returns policy at all, neither on product pages, in the basket or at
check out.
Refund Promise
The dream refund promise would be instant refunds, but far from all
brands are able to honour this. 11% of brands do not even mention the
procedure for refunds in their returns policy. 22% advertise an uninspiring
refund promise of 14 days plus.
Ease of Navigation
This is the metric which overall needs less attention, as most brands have a
decent route to their international returns policy from their homepage consistently
across mobile, desktop and tablet devices. The average number of
moves is 3, but 10 brands did stand out with 5-6 moves.
Kilde: Universe of Delivery