Returns to e-shops increasingly important for commerce

Returns to e-shops were relatively rare until recently. Today it is a standard without which it is difficult to imagine the functioning of, for example, the clothing industry. What irritates the owners of online stores is becoming an increasingly important sector of activity for courier companies.

In Poland, returns to e-shops are commonplace. According to recent analyzes of the daily “Rzeczpospolita”, for as much as 86 percent. of Internet users, the ability to return the goods to the seller – without any consequences – is key to choosing a company.

Entities that do not decide on returns to e-stores in advance are therefore in a worse position in the competition for the attention of an online customer. This is important primarily due to the image of the seller.

E-commerce analyzes show that more than 90 percent. people shopping online declare that they will be happy to return to a given online store. He will do so as long as he has made it possible to return the product.

Returns are standard and e-shops must accept it

The market forces the e-commerce industry to take an exceptionally liberal approach to customers who want to return the purchased product. This plane has even become a form of competition for the largest brands. Large online stores take on the potential shipping costs and the involvement of the courier company.

It is also possible, for example, to extend the deadlines for sending purchases. The time limits are marginalized here. Some brands even offer a symbolic 100 days to send a package containing the purchased – and ultimately unwanted – product. Even if from the point of view of the managers of these stores it evokes extreme emotions, the realities of the e-commerce industry are inexorable.

Companies that do not accept the liberalization of the rules are losing the fight for the favor of Internet customers. This one must have a sense of uniqueness today. He wants to know that he can place an order for a courier package at any time and send the goods back to the seller.

This, of course, applies to unused products. This is especially true for buying clothes online. Here, the percentage of products that are returned to stores by courier companies – after being picked up from customers – in Poland reaches even 70 percent.

Return costs are borne by the stores

The average customer or client of a popular clothing chain treats the purchasing process as a logistic changing room. He chooses a product and waits for a quick delivery, only to find out that the blouse or pants will be sent back after trying it on at home.

E-shops have no alternative – more and more often they cover the cost of the return order for courier services. As a result, parcel delivery companies handle both the delivery to the customer and the return journey. Hence the stunning statistical results.

The results of Poczta Polska, which in the media admitted to an increase in returns by over 80%. year on year are not accidental. It is a constant trend today. In the long run, it will result in lower revenues for online stores.

Online store returns become more difficult

Online orders and orders involving parcel delivery by courier companies are increasingly used to test a given item. Only after delivery, the customer decides whether to use the item or to return it in accordance with his law.

According to Barclay Card data, as much as 41 percent. of retailers believe that consumers of online stores shop without a needs analysis. In this way, they order products unnecessarily, which – after a moment of reflection – send them back to the e-shop; preferably at his expense.

Another problem – especially in the apparel industry – is clothing ordering, wearing, and then returning to the store.