What is in this article?:
- Large Retailers Still Struggle with Returns, Survey Finds
- Why and How Often Respondents Return Purchased Items
- Experiences with and Expectations for the Return Process
The return process is extremely or very important to a consumer’s decision to continue to patronize a retailer, according to 84% of respondents to a survey by Voxware, a provider of voice solutions. When problems occur, nearly one-third stated that they experience return issues more frequently with particular retailers, and 31% noted that they have to return items bought online or by phone more frequently when shopping with large versus small retailers. Other highlights of the survey, which collected responses from 600 consumers, include:
· 64% of respondents stated that the reason for returning an item purchased online or by phone is because the item is the incorrect size or color
· 50% of respondents who receive an incorrect item after already returning it once stated that they are much less likely to shop with that retailer online or by phone again for future purchases
· 25% of respondents who have experienced continuous return process issues with particular retailers stated that they have limited shopping with that retailer both online and in-store
· Nearly 20% of respondents expect the correct item to be shipped to them within one to two days after returning the incorrect item
