26th June 2020

Diminishing Returns: Tackling the Growing Retail Returns Issue.

28% of consumers agree that retailers make it too easy to return things

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28% of consumers agree that retailers make it too easy to return things..

Australia’s eCommerce industry is growing fast and currently around 30% of all online clothing purchases in Australia are returned. This research report looks at UK consumer attitudes towards returns, providing some insight into what may be in store for the Australian market. In it, we explore the scale of the issue, identify some of the factors driving consumer behaviour and outline some potential solutions for the industry.

However, it also presents an expensive, and sometimes overwhelming, headache for retailers. Competition amongst retailers has led to increasingly flexible returns policies as brands seek to establish clear points of difference. This has created a situation where consumers use their own living rooms like they would the changing rooms in a bricks and mortar store. Many experts argue that this situation has been exacerbated by some ‘try now pay later’ operators offering products with zero up-front payment commitment, which encourage frivolous purchasing, increasing return rates further.

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