Flexible return policies key to e-commerce success

FOR online shoppers, the ease of returning a product is just as important as the purchase itself. A seamless returns process isn’t just a part of a good customer service journey; it may prove to be a competitive advantage in the e-commerce space.

- GREGORY SAFFY

A recent FedEx survey conducted in the US highlights just how much return policies influence consumer behaviour, with two-thirds of respondents considering an online retailer's return policy before checking out.

Nearly 30% admitted that the ease of returning products directly influenced whether they completed a transaction. Consumers are making it clear that flexibility and convenience are essential when it comes to online shopping returns.

We've also seen a continual rise in no-label, no-box returns and growing demand for flexible drop-off options, which reinforce the need for retailers to offer solutions that make returns more seamless for consumers.