As the holiday shopping season approaches, a whopping 93% of shoppers reveal they’ve encountered delivery delays, with 35% experiencing these delays regularly. What’s more, 53% of consumers admit that they opt out of purchasing from a retailer if they find the returns policy unattractive.
These are the primary issues that online shoppers and retailers face, as highlighted in a collaborative research effort by post-purchase specialist Shipup and technology-driven retail returns solutions company ZigZag Global.
In a digital age where 84% of shoppers consistently scrutinize a retailer’s returns policy (a significant increase from 76% a year ago), the importance of having a well-crafted policy cannot be underestimated. Failure to address this concern could significantly impact a retailer’s sales potential.
While experts anticipate a dip in Christmas shopping growth compared to the previous year, online shopping continues to be a top priority for many, with 61% of shoppers making online purchases at least once a week.
Currently, the cost-of-living crisis is influencing the shopping behavior of 35% of consumers, making them more inclined to initiate returns. However, despite the rising trend of retailers charging for returns, the majority of shoppers (82%) still favor free returns. Interestingly, the research also reveals that 61% of shoppers would still consider making a purchase from a retailer even if return charges were applicable.
Contrary to popular belief, delivery speed is not the sole determinant of satisfaction for shoppers. An accurate delivery estimate holds more importance for 57% of consumers compared to the speed of delivery, which matters to 43%.
Effective communication during the delivery process is crucial. Currently, only 25% of shoppers receive branded communications from retailers regarding their deliveries. A concerning statistic is that 23% of shoppers hear from the carrier regarding delivery but receive no communication from the retailers themselves, which can be confusing, especially if they have multiple pending deliveries from various couriers.
A subpar delivery experience can significantly impact a shopper’s loyalty, as 38% of consumers say they would not shop with a retailer again following a negative delivery experience. An additional 37% are unsure about their future with the retailer. However, there’s hope for redemption, as 54% of shoppers can be won back with an apology and discount, while 43% appreciate proactive customer service.
Tracking is another critical aspect, with 80% of shoppers deeming proactive tracking alerts important. Nearly half (43%) of consumers consistently track their deliveries, providing retailers with an opportunity for engagement. Nonetheless, 35% find tracking updates unhelpful or confusing.
The research also uncovers consumers’ preferences for returning online purchases. Returning items to a post office (58%), having them collected from home (48%), and utilizing convenience store drop-offs (40%) remain the top three choices. However, a growing number of shoppers are considering return to store (39%) and locker return (24%) options, emphasizing the importance of choice and flexibility.
According to UK shoppers, a satisfactory return experience should encompass free returns (82%), a swift refund process (72%), multiple return options (46%), and should not require a printer (42%).