78% of Brits will shop more if retailers offer free returns

Klarna returns retailers
// 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.”

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  1. No such thing as “free” returns. the cost is built in somewhere.

    Anything offered “Free” is abused by many people, and those who don;t abuse it end up paying more. A far better model is a nominal price return that cuts out the freeloaders and keeps prices competitive.

    • Point well made, however Peter has slightly missed the point. Business everywhere are either passing on costs or absorbing them to try and establish market dominance. It’s the foundation of a free market economy. You either sell on brand, price or value. How you account for your services is fairly similar across all business. It’s ubiquitous – window companies offer ‘free’ fitting, motor dealers offer ‘free’ servicing; it’s just examples of marketing. The point of the article is not to focus on how the free returns impacts the retailers profit, it’s about clever marketing strategies to convert more consumers.


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