Buyers want a longer window to make returns

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Barclaycard research suggests that shoppers want more options when it comes to returns but that retailers are struggling over returns and that’s impacting the bottom line.

2000 consumers surveyed shows that 57% of retailers give refunds regardless of product condition to keep shoppers sweet. The report says that, excluding damaged or faulty stock, 26% of the returns are unfit for resale.

40% of retailers say they don’t offer free returns to discourage ‘serial returners’. But more than a third of shoppers are put off shopping if you can’t make a free return. 40% want a longer window to returns their purchases.

Barclaycard customer solutions director Sharon Manikin said: “Our research demonstrates that offering a good returns policy can help retailers attract and retain customers. However, it’s also crucial to be clear on when customers can and can’t return items to limit the amount of unsellable stock. This will be particularly important in anticipation of major shopping events such as Black Friday, when retailers are likely to see a spike in sales and, subsequently, returns.”

8 Responses

  1. The report doesn’t say what percentage of goods are returned. Without this info the rest of the stats and statements like “retailers are struggling over returns” is a bit meaningless. Trouble is it gives ebay ammo to make the returns process even less seller friendly and more profotable for ebay than it already is.

  2. buyers can have what they like, when they like, how they like ,though they may not realise its reflected in the price they pay

  3. The survey cannot include stats from ebay sellers. Only 57% give refunds regardless of condition??? Also a bit puzzled by the “2000 consumers surveyed” and the “26% of returns are unfit for resale”. Who has determined what is unfit? The consumer or the seller. Unless you are an ebay seller a bit mystified that “honest” consumers expect a full refund for goods returned that are in this “unfit” catagory.

  4. When it comes to eBay, I suspect most sellers refund (against their better judgement, i.e. when it is not warranted or the buyer sends back damaged goods) not because they want to keep the buyer sweet but because they are scared of the damage a buyer can do to their account. This could be by leaving negative feedback or more importantly by eBay giving a ‘case closed without seller resolution’ strike to the seller. It only takes a few of these to go below standard or even get your account closed.

    With web site sales a seller can set their own rules for returns – this is not possible on eBay. For example, the laws on distance selleing state a seller can make a deduction from a refund if goods are returned damaged. That isn’t possible on eBay.

  5. 15% of B&M shopppers want less security guards in store.
    15% of B&M shoppers may be attempting to shoplift.
    retailers should look at removing security guards in order to encourage more shoplifters in store.

    love it.

  6. i think if they actually had a genuine interest in improving things, then Barclaycard would stop making such stupid bloody surveys, and ask the questions properly.

    Q: do you want free delivery?
    A: of course.

    Q: do you want “free” delivery, if it actually makes the total price you pay Higher, than if you had paid seperately?
    A: of course not!

    Q: do you want longer return periods?
    A: of course.

    Q: do you want longer return periods, if that meant you will pay higher prices, on everything, to subsidise the minority that abuse returns?
    A: of course not!

  7. What some seem to forget is big retailers will just count up the returns fill a form in send it off to the manufacturer and be refunded for the so called faulty goods no questions asked.

    Big retailers don’t care if a buyer abuses the returns when the manufacturer is picking up the bill.

    Smaller sellers have to absorb the return costs in house

  8. Retailers are starting to fight back – only offering credit notes or vouchers for returns other than for faulty goods.

    See the queue in the post office on a Monday morning, mainly those grey or black plastic packages – returning items worn over the weekend and then sent back.

    We should be able to do the same on Ebay and Amazon.

    Where a return is not for a faulty item – you just get a credit or voucher for another purchase.

    Would stop this nonsense overnight.


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