Sendcloud – UK e-retailers making returns difficult

A report commissioned by UK e-commerce shipping platform Sendcloud has shown that UK retailers are cracking down on the ‘wear and return’ trend by UK fashion shoppers. Fewer than 1% of e-retailers are including return labels with the product.

The crackdown on ‘wear and return’ by e-retailers is part of a push to reduce the more than three million packages returned every year, costing e-commerce outlets billions of pounds in lost revenues.

One of the major downsides of this crackdown is that it costs the e-retailers return custom. The Sendcloud report shows that 45% of customers are put off from purchasing products if the returns period is fewer than 30 days. It also shows that a small majority (54%) will check a returns policy before deciding to buy. The report also showed 56% of those surveyed believed that the retailer should pay for the returns as opposed to the customer.

“Retailers often preconceive the returns process to be a real headache and are sometimes tempted to make their return policies more complicated in an attempt to reduce returns” said Rob van den Heuvel, CEO, Sendcloud. “However, the exact opposite is true as our research has proved that a simple and clear return policy is actually key in driving conversions.

“In fact, what we’ve found is that retailers which offer a longer return period result in fewer returns because customers are less concerned with the product that still has to be returned, as consumers can wait longer to actually return their orders, they often get attached to their newly delivered items and decide to keep them. So, by offering a longer return period, retailers can actually increase sales and decrease returns.”