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Returns are one of the biggest pain points for retailers, but they’re also one of the policies that customers pay the most attention to when shopping online. As e-commerce spend continues to increase, so does the likelihood of extensive returns policies, and the in-depth reviews by shoppers. How do consumers react to these returns practices? What may prevent them from returning a product they ordered online, and has the pandemic impacted these figures at all?
The latest Power Retail Talking Point report examines and underpins the underlying reasons why consumers choose to return an item, the deterrents and how online retailers can make the most of these policies. Data from the report is based on a summary of the aggregate market trends over a two-week period across Australia, providing essential insights to ensure retailers and brands are able to adapt, respond and grow during uncertain times.
The Talking Point report spans key areas:
- Attention to Returns Policies
- How Important are Returns Policies?
- Hassles for Consumers