Online retailers must tackle returns problem amid coronavirus outbreak
UK online shoppers are sitting on a potential £2.4 billion of unreturned goods, as coronavirus lockdown restrictions make it significant harder to return unwanted items, according to research from InPost.
The locker network specialist surveyed 2,004 Brits.
57% said sending back items bought online was time consuming during the coronavirus outbreak. 45%, meanwhile, felt that retailers needed to make the processs easier in the current circumstances.
51% of those with items to return have accumulated more items over the course of the January lockdown than would typically be the case. They have an average of three items waiting to be returned, with a total approximate value of £165 per person.
54% are concerned about coming into contact with other people at a Post Office, parcel drop-off shop or when in a store to return goods, and 62% believe retailers need to have a contact-free option.
46% of people are more cautious about spending whilst they are waiting for a refund on goods they’ve sent back to a retailer.
Jason Tavaria, UK CEO at InPost, comments: “With no firm end to coronavirus restrictions in sight, it’s vital that retailers make it easier for people to return goods during this period by offering a wider range of returns options.”
“Not only will they be rewarded with better stock control and improved customer loyalty, they will also be well positioned with customers once restrictions lift and spending increases again.”
He adds that the issue of difficult returns is even more acute for the nation’s key workers.
“This group told us that they have more items waiting to be returned, find it harder to return them given the current restrictions, and are more likely to end up keeping purchases bought online because returning them was too difficult,” Tavaria comments:
“With most options remaining impractical for them, we’re continuing to roll-out lockers in locations such as hospitals and supermarkets that offer key workers easy access to a safe and secure way to make parcel deliveries and returns, outside of traditional working hours.”
Shoppers in the survey called for retailers to be clearer about their policies and offer longer returns windows after the point of purchase.
29% said retailers should issue refunds more quickly during the current restrictions.
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