Most shoppers are willing to pay a small fee to
obtain a convenient returns experience, according to Why Shoppers Expect And Are Willing To Pay For Premium Return Experiences, a study by Loop.
Of those polled, 33% are very willing to
pay and 37% are somewhat so. Moreover, 50% have already paid a fee.
Those in the 28-40 age category are most willing: 72% are agreeable to pay to make a return, and
82% will pay a small fee for a more convenient experience. In contrast, only 16% of the 57-75 cohort would pay a fee to make a return.
Younger generations are more likely
to:
- Always review a retailer’s return policy to gauge how sustainable their business is
- Shop with a retailer that offers eco-friendly or sustainable return
options
- Purchase from retailers that clearly communicate the sustainability measures in their return process
The top five return methods used by consumers in the last 12
months are:
- Drop-off at UPS, FexEx or other shipping partner — 68%
- Return directly to a retailer’s storefront (e.g., order
online or at AllBirds — 42%
- At-home pickup—36%
- Return to another retailer’s storefront (e.g., taking an Amazon
purchase to Whole Foods) — 34%
- Return at an unattended locker (e.g., Amazon locker — 15%
But this depends on age. Consumers in the 18-24 range
prefer dropoff at a shipping partner (69%), at-home product pickup (51%) and return to a retailer’s storefront (38%).
People aged 25-40 prefer drop-off at shipping partner (67%),
return directly to a retailer’s storefront (52%) and at-home pickup (44%).
Those in the 41-56 category choose drop-off at shipping partner (66%), return directly to a
retailer’s storefront (37%) and either at-home pickup (28%) or return to another retailer’s storefront (28%).
The study argues that As it turns out, return policies
themselves are powerful purchase incentives.
Of consumers, 98% of consumers agree — and 74% agree strongly — that if a retailer provides “a fast,
convenient and hassle-free return experience they’re more likely to shop with them again in the future.”
Loop surveyed 1,000 US online shoppers in December
2022.