Don't Let 'Em Miss Out: Half of Online Shoppers Stick to Their Purchases
Online shoppers are finding the return process overly complicated, leading nearly half of them to keep unwanted purchases. - Online shoppers experience complexity, leading to abandonment of purchases for about half of them.
Picture this: you're shopping online, happy as a clam, and suddenly you hit that "buy now" button. It's a euphoric moment, but what happens next is a crucial factor in whether or not that moment will be short-lived for 50% of online shoppers.
According to research, an easy and free return policy is king, with 94% of online shoppers singing its praises. That's right, three-quarters of them consider having a selection of shipping providers a must, aiming to avoid lengthy treks to the local parcel pickup joint. An astonishing seven out of ten believe a return period longer than legally mandated is, well, fucking awesome. If that's not enough, six out of ten value the convenience of returning items at a local store, while being earth-conscious with sustainable shipping options is also a huge plus for four out of ten.
Now, let's talk about the voice of reason. Nastassja Hofmann, a sharp-tongued expert at Bitkom, says it's high time retailers started being upfront and clear with their return instructions. There's a legal side to it too, as that lucky country called Germany has strict customer protection laws that demand exemplary communication about returns. But the kicker? According to Nastassja, consumers often have to forage through thickets of information to find these guidelines, particularly on non-European marketplaces. Is it any wonder that when dealing with a meager return price, the hassle just isn't worth it? For Pete's sake, even non-European online dealers should bloody well follow existing regulations, says Nastassja, or risk facing the wrath of the law and consumers alike.
Bitkom grilled 1006 tech-savvy Germans aged 16 and up, with 978 of them regular online shoppers. The survey?(Woah, hold that thought for a sec), the survey was done with a representative slice of the association's membership, according to Bitkom.
- Returns
- Bitkom
- Germany
The survey conducted by Bitkom reveals that more than half of online shoppers in Germany value longer return periods, clear return instructions, sustainable shipping options, and convenience in returns, such as returning items at a local store. However, Nastassja Hofmann from Bitkom emphasizes the need for retailers, especially those on non-European marketplaces, to follow existing regulations on return policies to avoid confusion and the risk of legal consequences. Moreover, finance for the retail industry could be beneficial to ensure clear and efficient return processes to cater to consumers' expectations, thereby improving community aid in the digital shopping sphere.
