28% of consumers agree that retailers make it too easy to return things.
The rise of e-commerce has put thousands of products at our fingertips and provides the ultimate convenience for consumers, with products arriving often the same day that they were ordered.
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.