ReBOUND survey – returns issues repel Millennials

Returns management company ReBOUND has published research that suggests that 59% of Millennials have stopped shopping with an online retailer fur to difficult or unclear returns processes.

While UK consumers are returning more goods than ever before, 35% claim that retailers make the process harder for them.

ReBOUND’s research also showed that 42% of Millennials claim that they return more goods now than they did two years ago. Half don’t feel that the retailers invest enough in their returns policies.

The ReBOUND research is based on a survey of 1000 people in January.

In a statement, ReBOUND said that the survey demonstrates “the need for retailers to focus on improving their returns experience, offering greater choice and streamlining the process from end to end”.

“With millennial shoppers spending upwards of £164bn per year in the UK alone,” added ReBOUND, “the opportunity is huge.”

Graham Best, ReBOUND CEO, commented: “It’s clear that the role of returns in the shopping journey has never been more important, particularly for millennial consumers, yet retailers continue to ignore it.

“It’s essential that retailers take a long look at their services and iron out their customers’ returns pain points. Some elements like better communication are easily fixed but to really turn the dial, retailers need to give their returns lifecycle a full review and make it a boardroom priority. We’ve seen brands like Asos create an amazing returns service, leading from the top with a dedicated Head of Returns which has undoubtedly paid off.

“2018 will see smart retailers and brands use returns to differentiate themselves in a competitive market.”

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