More than half say returns experience is ‘rubbish’

A survey has found that nearly half of shoppers has ranked a lack of free returns as the most annoying issue related to refunds or exchanges, with 57 per cent of women and half of men branding the returns process “rubbish”.

A survey of 2,005 UK consumers for payments firm Valitor found that retailers have a long way to go in ensuring a positive post-purchase experience, with more than a third (34 per cent) saying they felt that retailers don’t care about them after they’ve made a payment.

The importance of simple returns is climbing up the list of priorities for shoppers, with a quarter saying easy returns were the most important factor when making a purchase.

In fact, an unsatisfactory experience of returns or refunds can result in a dramatic reduction in customer loyalty, with nearly half (47 per cent) of consumers saying they were less likely to pay attention to marketing communications from a brand after a bad experience.

A further 22 per cent said that payment is considered to be a contract being created between themselves and a retailer, with an expectation that post-purchase is just as efficient and friction free as the browsing and order process, according to 54 per cent of shoppers.

For big-ticket purchases, such as holidays, nearly two thirds of shoppers will only give brands a single chance to get the experience right before abandoning their purchase and looking elsewhere.

Halldór Lúðvígsson, managing director for omni-channel solutions at Valitor said: “The After Payment Emotional Experience (APEX) refers to the customer experience after a purchase has been made. Retailers who overlook this part of the shopper journey do so at their own peril; a poor APEX can see them haemorrhage customers, loyalty and sales.

“However, our research shows that retailers are not only failing to deliver a positive APEX, they are also fundamentally underestimating its importance – in an already challenging retail environment, those who want to thrive must place APEX at the heart of their customer experience strategy.”

    Share Story:

Recent Stories


Supermicro and NVIDIA’s AI Solution for Retailers
To find out more: click here

Poundland significantly reduces antisocial behaviour, aggression and shoplifting with Motorola Solutions VT100 body cameras
Retail should not be a high-risk occupation. As a company, we are focused on listening to our colleagues and customers to help them with the issues they are facing in-store and so far, the feedback on our body cameras has been excellent. They act as a great visual deterrent, help to de-escalate situations and overall, this project has significantly aided our goal to make the retail environment safer.

For further information on Motorola Solutions’ retail security products, including body cameras, click here.

Advertisement