Free returns boost buying

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Almost four out of five online shoppers say they will buy more goods over time from a retailer that offers free returns, according to a survey of 2,000 consumers by Klarna.

Not only that, 84 per cent of shoppers saying they won’t come back to a brand if they have a poor returns experience.

The volume of online items being returned has climbed 14 per cent in two years.

Some 27 per cent return items because the fit isn’t right. Returning items because the product looks different online than in reality has more than doubled since 2017 (8 per cent to 19 per cent).

Consumers returning faulty items has more than doubled between 2017 and 2019 (12 per cent to 26 per cent), and nearly quadrupled for items in cases where the quality didn’t meet expectations (from 6 per cent – 22 per cent)

Returns policy key to buying decisions


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