Asendia and ESW have published a new report, Shipping and Returns: Leveraging Logistics to Unlock Global Loyalty. Original research from more than 18,000 shoppers in 18 countries shows customer expectations regarding the post-purchase journey – particularly regarding cross-border returns – are both high and varied.
Returns logistics can be challenging and expensive, so many retailers have begun implementing return fees to claw back costs and deter shoppers from making excessive purchases with the intention of returning most of them.
Overall, nearly half of consumers said they are willing to make purchases even if there was a nominal returns charge. However, Gen Z (58 per cent) was more than 1.7 times more likely to accept a fee than Baby Boomers (34 per cent). Of the countries surveyed, India (76 per cent), UAE (67 per cent), and South Korea (61 per cent) were most willing to accept return charges.
Over a quarter (27 per cent) of respondents would pay for a membership or subscription if it means they can return their purchases for free, while another 27 per cent would pay return shipping charges.
More than four in 10 shoppers in India, China and Mexico would pay a membership fee that includes free returns yet only 15 per cent of UK, German, and Swiss shoppers would pay a membership fee. They would, however, pay for return shipping.
Helen Scurfield, CEO global returns at Asendia, commented: “In today’s global marketplace, a robust cross-border returns strategy isn’t just another box to tick, it’s a strategic imperative. Prioritising a seamless, customer-centric return process enhances satisfaction, builds trust and ultimately fuels long-term success. Each market is a unique ecosystem, with distinct customer behaviours and preferences.”
Nick Cranney, global logistics & returns at ESW, added: “By removing the friction from cross-border returns, brands can open routes to both higher spending shoppers and new customer cohorts. But global reverse logistics are complex and managing them requires considerable expertise. By partnering with ESW and Asendia, brands and retailers have access to our industry leading solutions, which allow them to enter new markets in a matter of weeks and create exceptional customer experiences that foster brand loyalty and deliver long-term revenue growth.”
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