Rethinking returns: from returns to retention.
The 2021 Rethinking Returns report re-visits our 2019 report and uncovers the state of returns in light of the huge shifts in shopper habits over the past year.
The state of returns in 2021.
We surveyed 2,000 consumers across the UK with Censuswide in March 2021 to understand the state of returns. Combined with additional data analysis of Klarna payment trends, our latest report establishes the power of returns as a customer acquisition and retention tool for retailers, and the repercussions of getting them wrong.
Over eight in ten (84%) online shoppers would turn their back on a retailer after a bad returns experience.
Slow refund processes cited as the most frustrating element of returning items bought online, according to 36% of consumers.
84% of online shoppers agree they’re more likely to buy from and 86% are more likely to come back to online merchants who offer free returns.