Online Returns in the UK – 2017
Summary
Consumers are increasingly comfortable purchasing more products online than they intend to keep, knowing they will send a certain amount back to the retailer. This is particularly common among shoppers aged 15-24, influenced by the growing number of delivery saver schemes available such as ASOS Premier, New Look’s delivery pass and Boohoo Premier. These schemes encourage shoppers to effortlessly buy and return with unlimited free and fast delivery options.
Online returns channel is set to rise by 34.6% to £5,438.1m by 2022. Growing consumer confidence in the returns process and a 35% growth in online spend over the same period will drive this growth. Retailers must prepare for the rising number of returns by investing into the entire operation. Retailers that are able to provide a returns process which is as seamless as the purchasing journey will benefit from improved customer retention.
Penetration of online shoppers that have returned an item, has risen across all sectors other than in clothing & footwear, although clothing & footwear has by far the highest penetration at 32.7% – compared to the next highest sector food & grocery gifting at 19.7%. With free returns provided by the majority of major retailers within the sector, investment should be directed towards improving the wider process. For example, providing refunds at the point of return, whether in store or at pick up/drop off point, will appeal to consumers, particularly as spend on discretionary items will be limited over the next two years.
Overall, 37.3% of returns were made via post while 35.1% were brought back to a retailer’s store. However, for five of the nine retail sectors, returns were most commonly completed via returning to store. The minimal use of channels such as lockers and drop off points like Collect+ and Doddle proves that consumer awareness of these options remains low. Retailers should further highlight the availability of the lesser used options to demonstrate the convenience of their returns proposition whilst alleviating some of the workload and resource involved in the returns process, for stores.
The report “Online Returns in the UK – 2017” offers comprehensive insight and analysis of the online returns channel in the UK, the main trends and the hot issues, consumer returns motivations and preferred methods. Consumer data is based on our e-retail survey using a panel of nationally representative online shoppers.
Specifically, this report –
– Identifying the factors that are driving the online returns channel.
– Exploring what people return.
– Understanding who returns goods bought online.
– Exploring motivations and views on returning goods bought online
Companies mentioned in this report: Amazon, AO.com, ASOS, boohoo.com, Boots, B&Q, Debenhams, Eve, H&M, Ikea, John Lewis, Marks & Spencer,Next, New Look, Topshop, Sports Direct, Very.co.uk, Wiggle
Scope
– The online returns channel is set to rise by 34.6% to £5,438.1m by 2022. Growing consumer confidence in the returns process and a 35.0% growth in online spend over the same period will drive this growth. Retailers must prepare for the rising number of returns by investing into the entire operation. Retailers that are able to provide a returns process which is as seamless as the purchasing journey will benefit from improved customer retention.
– Penetration of online shoppers that have returned an item, has risen across all sectors other than in clothing & footwear, although clothing & footwear has by far the highest penetration at 32.7% – compared to the next highest sector food & grocery gifting at 19.7%.
– Overall, 37.3% of returns were made via post while 35.1% were brought back to a retailer’s store. However, for five of the nine retail sectors, returns were most commonly completed via returning to store. The minimal use of channels such as lockers and drop off points like Collect+ and Doddle proves that consumer awareness of these options remains low. Retailers should further highlight the availability of the lesser used options to demonstrate the convenience of their returns proposition whilst alleviating some of the workload and resource involved in the returns process for stores.
Reasons to buy
– Utilise our five year forecasts to 2022 for the online returns channel, and sector penetration to help form an effective growth strategy.
– Review our analysis on hot issues and understand the factors driving the channel.
– Understand the returns penetration for each sector in 2017, and returns penetration of total online market.
– Understand the returns channel share of online retail and forecast growth compared to online spend, to help incorporate growing returns into financial forecasts.
– Recognise why consumers are returning products purchased online to enable a better understanding of the channel moving forward, and to help mitigate the future growth of returns.
