84% of British people value return efficiency when repurchasing goods

According to the latest survey released by Klarna , 84 % of online shoppers will give up shopping in a store again after experiencing a bad return experience .

The study also found that since the outbreak of the COVID-19 pandemic, 39% of British consumers have chosen to shop online more and increase their online shopping frequency . However, 83% of respondents clearly stated that they were disappointed with the seller's inefficient return process, and 82% of consumers hoped that merchants could improve the efficiency of after-sales returns.

For consumers who return online purchases, 36% of them said that the most annoying problem is the slow return process , 25% of them said they don’t have a printer to print a return label , 23% of them hate to queue up at the post office, and 21% of them said they can’t return some online purchases in physical stores . These factors prevent consumers from making a second purchase in the same store.

In addition, regarding the after-sales issues of online shopping, more than 20% of shoppers said that in the past year , they had to choose to keep the products they didn’t like because of the difficulty of returning the goods. However, if the seller can provide free return services , 84% of consumers said they would be happy to patronize this.

Alex Marsh, CEO of Klarna UK, explained : No one wants to pay for something they don't like, so when it comes to returns , the slow returns process is the most frustrating, and it's no surprise that consumers are reluctant to come back .

With the surge in online shopping, the frequency of returns is also increasing . It is becoming more and more important to provide consumers with a fast and convenient after-sales return and exchange service to meet the needs of today's customers . Therefore, those sellers who are inflexible and never optimize after-sales service will lose customers in the long run.

Here we would like to remind all major merchants, especially sellers who rely on repeat customers, if you want to gain a foothold among many merchants, you can consider improving return efficiency, choosing flexible payment methods, and increasing logistics speed to increase repurchase rate.

U.K.

Repurchase rate

return the goods