Re-thinking returns.

Revolutionising research that shows rethinking returns is a new norm, that’s here to stay.

The point of no return for retailers

We originally delved into returns in our 2017 report that showed ‘returns’ play a vital role in the shopper experience. Our latest research proves that returns have continued to rise and are now becoming completely ingrained in the DNA of how we like to shop.

Returns aren’t a new phenomenon, but something that has been normalised by the continued growth of online shopping and the rise of the ‘empowered’ consumer. With competition in the industry more fierce than ever and shoppers calling on retailers to improve their returns capabilities, embracing them could be the difference between survival and failure for online brands.

We commissioned over 2,000 interviews with UK shoppers at the start of 2019 to take a fresh look at their attitudes to returns and develop this report. We’ve used these insights to help retailers understand the true cost of not putting returns at the heart of their businesses.

Download the report

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Calculate the benefits of returns for yourself

Enter your details into our dynamic calculator and see how your profits could soar when Klarna Pay later is added as a way to pay, even when costs of returns are incorporated.

Pay later shoppers = Loyal shoppers

Our survey shows that 78% of shoppers will buy more in the long-run if a retailer offers free-returns.

Done right, returns can be a driver of loyalty and increase lifetime value when coupled with flexible ways to pay, such as 'pay after delivery'.

Try our calculator to see how Klarna can help your business embrace returns as a competitive differentiator.