As the popularity of online shopping hits phenomenal new heights, retailers and e-commerce sites are joining forces to help combat some of the negative experiences for consumers - but there is still a long way to go.
A recent ParcelPoint study on the online habits of shoppers found that 76.1 per cent of online shoppers avoid returning items due to complicated returns policies or expensive return shipping costs.
Failing to return unwanted online purchases can be an expensive habit, with 21 per cent of online shoppers holding on to unwanted purchases ranging in value from $100 to more than $500. A further 51 per cent of Aussies admit to occasionally or never returning something because of the hassle, opting instead to keep the item or re-gift the unwanted purchase to a family member or friend.
While a complex or expensive returns process impacts the likelihood of 88 per cent of Aussies purchasing again from the same online retail store, they’re becoming more savvy - with 85 per cent of customers checking the return policy before purchase.
Despite these confronting stats, both e-commerce and traditional retailers are working to improve customers’ experiences by offering special in-store services such as personal shopping and physical pop-up stores.
One such initiative saw Broadway Shopping Centre, The Iconic and Parcel Point collaborate on The Collection Bar - where customers were able to collect and try on purchases from The Iconic. They were then able to return items on the spot that they didn’t want to take.
