New research into consumer’s views on retail returns found that 80 per cent would shop elsewhere if their retailer of choice began charging for returns.
The study commissioned by User Testing reveals the true cost to brands implementing retail return charges, with approaching half of shoppers (44 per cent) believing these charges are being implemented primnarily to boost profits. 63 per cent say they are more or somewhat likely to shop in a physical store than online if a retailer starts charging for returns, showing how these additional charges could lead to a significant shift in consumer behaviour during the crucial Black Friday and Christmas period.
Commenting on the results, Jo Hagan, senior solutions consultant, EMEA, User Testing said: “There’s no doubt the rise in retailers charging customers to return items is delivering an incredibly negative perception towards these brands. In an incredibly difficult economic period, shoppers are looking for any reason to take their custom elsewhere.
“For brands, while they may have the best intentions in introducing these costs, such as reducing fast fashion and over ordering, it’s clear this view has not trickled down to consumers.”
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