89% of consumers identify returns as a priority for e-commerce retailers

  • 81% of consumers would remove a retailer if they had issues with the returns process
  • 61% say easy returns lead to exchanges rather than refunds

London, UK; February 1, 2022: 89% of consumers consider ease of return a top priority when shopping online. That’s according to new data from delivery experience platform Sorted, which has revealed that retailers who get the returns process right will reap the most consumer loyalty.

The survey, made up of 2,000 UK respondents, found that those who have strong return processes in place will also see a return on investment, with 61% saying they would be more likely to exchange a product purchased online than to obtain a refund if the exchange was simplified. .

Conversely, 81% say they would avoid ordering from an online retailer if they encountered issues with their returns process, a concern for retailers as 29% of consumers say they have had an experience of unsatisfactory return in the past 12 months. The data also revealed that 44% would not order from an online retailer again if they encountered issues with their returns process, and 36% would be hesitant to order again from those retailers who did not provide returns. clear details on returns.

The need for smooth feedback
The study also demonstrated a real appetite for proactive communications, with 77% saying getting timely updates on the status of their return, refund or exchange would make them more likely to will buy from this retailer again. Additionally, a quick and easy refund process (42%) and the ability to return through a local store or convenient location (26%) were found to be crucial for customers.

Consumer expectations were also identified, with respondents saying they are more likely to be lenient with smaller retailers when it comes to returns. Alternatively, more than nine in ten believe it is important for large retailers to have a transparent returns process (94%).

The results come at a time when e-commerce continues to soar, following a trend that has polarized retail since the start of the pandemic. Shipping volumes through the SortedREACT platform increased by 429% during peak season (October-December 2021 compared to the same period in 2020), meaning UK retailers have reached a tipping point with experiences of delivery and return they offer to consumers.

“After the Christmas peak, retailers are going to face an influx of returns. However, at every opportunity, a refund could become an exchange. Those who fail to deliver fast and convenient e-commerce experiences will undoubtedly suffer in this competitive landscape,” shares Carmen Carey, CEO of Sorted.

“Retailers need to learn that they can’t just stop the brand experience the moment an order reaches the customer’s door, but ensure a seamless process is applied throughout the customer journey. With returns now a major differentiator for brands, retailers – large and small – need to invest in the entire post-purchase journey to attract and retain the modern customer.

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About sorting
Sorted is an agile, data-driven software company powering dynamic checkouts, carrier management and delivery tracking worldwide. Through partnerships with some of the world’s largest carriers and customer-obsessed retailers, Sorted transforms every delivery journey into a 5* customer experience.

Trusted by leading global retailers – such as ASOS, Farfetch and Lush – Sorted’s delivery experience platform fixes poor delivery choices, broken customer promises and disjointed post-purchase communication to increase happiness customers, retain them and support retail growth.

With software now present in 17 countries, Sorted is recognized as one of Europe’s fastest growing companies, named by the FT and one of the UK’s most successful digital companies by Tech’s Future Fifty Nation, Europe’s leading late-stage growth program.



Media contact:
Victoria Hourigan
[email protected]