Customers Perceptions on Paying for a Smooth Return Process
An interesting insight that we came across while conducting our 2020 Reclaimit Survey was that many people are willing to pay for a smooth return process. Many online shoppers in Sweden have had negative online aftermarket experiences. Perhaps this is a reason for the openness towards paying for a smooth return process and thus feeling you remain a customer not merely a consumer.
As many as 44% of online consumers have refrained from buying something online due to previous negative experiences with the return process. Women have higher tendencies than men to refrain from purchases due to previous negative experiences.
Avid shoppers who shop more than two times per week are highly likely to refrain from purchases due to a negative return experience.
Paying for a Smooth Return Process – The Findings
In our study, we found out that on average people are almost as likely (37%) as they are unlikely (35%) to consider paying for a smoother return process for online shopping. Notably, the interest in paying for a smoother return process differs between men and women. Men would to a larger extent (+13%) consider paying for a smoother return process than women. Results broken down by age suggests that consumers in the age group 18-34 are very likely to consider paying for a smoother return process when shopping online.
Why would customers want to pay for a smooth return process?
There are various benefits to return pickup including that it is fast, simple, and convenient. Most people are busy and parting with a small amount of money to ensure a smooth return process is worthwhile in the end. A smooth return process also takes away the perceived risk and anxiety that comes with returns.
Around 32% of the Swedish online shoppers would consider paying for someone to pick up their package at the door when returning products bought online. Men are to a larger extent (+9%) than women interested in this possibility.
The consumers that spend 500kr or more per month are much more interested in paying for someone to have their package picked up at the door when returning products. In fact, 42% of the consumers who spend more than +1500kr per month would consider paying for someone to pick up their package.
Broken down by age, 44% of the consumers in the age group 18-34 would consider paying for someone to pick up their package whereas, consumers in the age group 55-75 are generally not interested in this option.
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