84% of shoppers will reject retailers that deliver a poor returns experience

More than eight in ten (84%) online shoppers would turn their back on a retailer after a bad returns experience, highlighting the power of returns as a customer acquisition and retention tool, and the repercussions of getting them wrong. According to new research from Klarna, with 39% of consumers having done more shopping online since the pandemic, an increased reliance on returns means people’s patience is waning when it comes to clunky or costly returns processes. 83% of online shoppers admit to getting frustrated by retailers which have an inefficient returns process, while 82% agree that retailers in general need to improve their returns capabilities. Read more…