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BizReport : Ecommerce : November 21, 2016

Multiple returns options a necessity for online retailers

What makes people more likely to shop online? According to a new survey it is having multiple returns options.

by Helen Leggatt

Retailers' returns processes are a big consideration for online shoppers. Consumers want to be able to return unwanted purchases quickly, easily and with as little fuss as possible.

Of the 500 consumers surveyed for the '2016 Holiday Retail Report' from CFI Group and Radial, nearly all (87%) cited multiple returns options as making them more likely to shop online.

"Having a synchronized omnichannel platform that allows shoppers to return products in-store or ship them back with ease is a necessity rather than an attractive bonus offering," said CFI/Radial in a recent announcement.

Recent research among 5,000 consumers in the U.S. also found that a 'no questions asked', easy to use returns process is vital for online retailers. More than two-thirds of online shoppers surveyed (67%) said they take the time to review a retailer's return policy before making a purchase. Two-thirds (66%) said they want free return shipping and almost half (47%) want to be able to print off a return label.

The CFI/Radial report also reveals that 93% of shoppers sign up for loyalty programs to gain access to special promotions and that secure transactions are paramount. More than a quarter (27%) of shoppers surveyed said that being affected by an incorrectly identified fraudulent charge would put them off shopping with that retailer in the future and 40% would be hesitant to do so.

Tags: ecommerce, loyalty, research, returns process

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