Returns a top consideration for online shoppers

52% of consumers have abandoned an online purchase out of fear of a difficult return process, whilst 10% were dissatisfied with their last experience, according to research by Splitit.

The PayTech venture surveyed 500 Americans. 20% said a return shipping fee would make them less likely to purchase from a retailer. 39% ranked free shipping as the overall most important feature of a good return policy. For 30%, it was “no questions asked”.

“Whether it’s a fear of buyer’s remorse or uncertainty about fit, our research shows that returns are a top consideration for consumers even before their purchase is completed,” says Brad Paterson, CEO at Splitit.

“More than ever, we are seeing the importance of an easy return process to give consumers peace of mind and increase revenue, as returns are determining purchases long before a customer reaches checkout.”

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