57% of online shoppers said that returning items is a time-consuming hassle, according to research conducted by UK parcel locker company InPost.
51% of shoppers said that they are in possession of more items to return than they would usually have, while 45% said that returns should be made easier given the current national lockdown.
InPost based its research on an Opinium survey of 2,000 adults conducted at the end of January. According to the data, the approximate total number and value of unwanted purchases averages around three items and £165 per person.
While 42% of respondents said local drop-off points would encourage them to make returns sooner, 65% said they did not want to spend time queueing at post offices or drop-off shops.
InPost not surprisingly advocates the use of parcel lockers as one potential solution, but in general the research suggests that offering more ways of returning online shopping that don’t involve queues will encourage more customers to make returns.
The research also suggests that clarity over returns policies, and extended return windows, could help to build goodwill with customers, especially at a time when many people’s budgets are stretched and they may be more cautious about spending.
Source: Post & Parcel