UK millennials reject retailers with difficult returns

ReBOUND: Retailers to focus on improving their returns experience

New research commissioned by returns management platform ReBOUND has indicated that 59% of UK millennials have stopped shopping with a retailer because of a difficult or unclear returns process.

ReBOUND said that the study also found that while British consumers are returning more goods than ever before, over a third (35%) claim that retailers do not make this process easy for them.

The findings show that two fifths (42%) of millennials claim they return more goods now than they did two years ago, but half (50%) don’t feel that retailers invest enough in their returns policies overall.

The report was produced after canvassing 1,000 people in the UK in January.

In a statement sent to Post&Parcel today (13 March), ReBOUND said that the survey demonstrates “the need for retailers to focus on improving their returns experience, offering greater choice and streamlining the process from end to end”.

“With millennial shoppers spending upwards of £164bn per year in the UK alone,” added ReBOUND, “the opportunity is huge.”

Graham Best, ReBOUND CEO, commented: “It’s clear that the role of returns in the shopping journey has never been more important, particularly for millennial consumers, yet retailers continue to ignore it.


“It’s essential that retailers take a long look at their services and iron out their customers’ returns pain points. Some elements like better communication are easily fixed but to really turn the dial, retailers need to give their returns lifecycle a full review and make it a boardroom priority. We’ve seen brands like Asos create an amazing returns service, leading from the top with a dedicated Head of Returns which has undoubtedly paid off.

“2018 will see smart retailers and brands use returns to differentiate themselves in a competitive market.”

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