28% of consumers agree that retailers make it too easy to return things.
Our latest research report looks at consumer attitudes towards returns and what it means for retailers. 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.