Industria
nShift urges retailers to react as UK rate of returns hits 35%
The DeliveryX Returns 2024 report found that over one third (35%) of consumers now send products back. In the UK alone, the value of returns reached £4.2bn in 2023. The report also found that 54% of consumers see 'easy' returns as very important and over three quarters (76%) of consumers expect their ecommerce returns to be free of charge.
Commenting on the report, Sean Sherwin-Smith , product director post-purchase at nShift said, "Returns play a key role in the delivery experience. Surveys tell us that simple returns policies encourage customers to buy with confidence. However, what the customer sees and feels after they've clicked "buy now" often determines whether they will shop again.
"A digital returns capability can also enable revenue retention and cross selling – for example by encouraging customers to opt for an exchange instead of a refund or inviting them to return in-store rather than through the post."
nShift believes returns can be a business driver and offers the following advice for retailers looking to revamp their return strategies.
Delivery & experience management (DMXM) enables retailers to build brand loyalty, reduce costs, and increase revenues, with deliveries. With DMXM, shipping and deliveries become customer experiences which surprise and delight shoppers, while reducing costs and unlocking efficiencies across warehouses and delivery teams.
Sherwin-Smith concluded, "Winning on returns can only happen if the whole experience is seamless and intuitive, from selecting delivery options at checkout, to tracking deliveries to the doorstep or collection point, and requesting a return if necessary. It should be totally digital, with the retailer, rather than carriers, acting as the focal point."
Download your copy of the DeliveryX Returns 2024 report to find out more.
nShift's delivery & experience management platform drives ecommerce success. Grow beyond limits with constant innovation and the world's largest carrier network. Build customer loyalty with end-to-end tools that enhance experience. Unify data into usable insight that connects and optimizes processes. With nShift, make delivery the essential link between your brand and your customers.
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