// 78% of Brits said the option of free returns would drive them to buy more
// 75% said returns were an essential part of shopping
// 86% said the option of free returns would create loyalty between consumer and retailer
Almost 80 per cent of UK shoppers have said they would purchase more if a retailer offererd them free returns.
Seventy-eight per cent said that the option of free returns would drive them to buy more, while 75 per cent reported that returns were an essential part of shopping, according to recent research by online financial service Klarna.
Meanwhile, 86 per cent said the option of free returns would create loyalty and bring them back.
Klarna said digital sales have climbed by 20 per cent sales since December 2018.
However, the number of faulty items being returned have more than doubled between 2017 and 2019, and almost quadrupled for items being returned for quality reasons.
Consequently, 84 per cent said they would not shop at the retailer again if they had a poor returns experience.
Moreover, 84 per cent of shoppers said they want to be able to choose whether to return an item in-store or via post or pickup.
“Retailers who aren’t prioritising their returns processes are damaging their business – losing sales, and eroding customer loyalty,” Klarna UK general manager Luke Griffiths said.
“By embracing returns as a competitive differentiator, online retailers can stand out from the crowd with ‘pay after delivery’ – allowing their customers to turn their sitting room into a fitting room.”