84% of shoppers won’t even come back to a store if they’ve encountered a poor returns experience

Most shoppers would buy more if there are free returns. Source: shutterstock.com

According to Ecommerce News, most online shoppers would order more in the long-run if an online retailer offers free returns. And a significant 84% of shoppers won’t even come back to a store if they’ve encountered a poor returns experience.

This is just one of the following conclusions that could be drawn from a study conducted by Klarna across 2,000 consumers from the United Kingdom. It shows that the majority of online shoppers think returns are now a normal part of online shopping.

Whenever they need to choose a retailer to spend their money with, three in four shoppers say easy returns are an important factor. And it’s not just that a good return process can help retailers with attracting new customers, it can also help them keep those customers with them. Because 78% of consumers in the UK say they would buy more with a retailer over time if there are free returns.

This is also shown by the fact 86% of respondents say having the possibility to return bought items for free?makes them loyal and more likely to keep coming back to an online retailer.

Consumers also appreciate some flexibility from the retailer. The study shows that retailers that offer flexible returns and payment options are more likely to keep ahead of competitors.

Most shoppers (84%) want to be able to choose whether to return an item in-store or via post or pickup. And one in three says they are more likely to buy something online if they have the opportunity to pay for it after they’ve tried it at home.

SEE ALSO:?How to return a purchase