Asendia, has shared the latest insights from its report, Shipping and Returns: Leveraging Logistics to Unlock Global Loyalty.
Key findings based on data from more than 18,000 respondents in 18 countries show customer expectations regarding the post-purchase journey–particularly regarding cross-border returns–are both high and varied.
The report highlights a number of key concerns customers have related to shipping and returns, and helps global brands and merchants understand how to meet consumer expectations.
The report offers insights into consumer sentiment regarding transparency around fees and return policies, charging a returns or restocking fee, and free returns in exchange for a subscription membership.
Show me the money
Returns logistics can be challenging and expensive, therefore many retailers have begun implementing return fees in order to claw back costs and deter shoppers from making excessive purchases with the intention of returning most of them.
Overall, nearly half of consumers said they are willing to make purchases even if there was a nominal returns charge. However, Gen Z was more than 1.7 times more likely to accept a fee than Baby Boomers. Of the countries surveyed, India, UAE, and South Korea were most willing to accept return charges.
Joining the club
27% of respondents said they are inclined to pay for a membership if it means they can return their purchases for free, another 27% would pay return shipping charges. More than four in 10 shoppers in India, China and Mexico would pay a membership fee that includes free returns yet only 15% of UK, German, and Swiss shoppers would pay a membership fee. They would, however, pay for return shipping.
“In today’s global marketplace, a robust cross-border returns strategy isn’t just another box to tick, it’s a strategic imperative. Prioritising a seamless, customer-centric return process enhances satisfaction, builds trust, and ultimately fuels long-term success. Each market is a unique ecosystem, with distinct customer behaviours and preferences”, comments Helen Scurfield, CEO Global Returns, Asendia.
