US online clothing sales are expected to increase by 16.4% by 2016, which has led to an enormous increase in returns, that are costing companies more than they can afford to ignore. By looking at the top reasons why customers are choosing to return items, we may be able to fix the issues, and in doing so decrease our losses. Our new Infographic demonstrates the top 6 reasons why consumers are likely to return fashion goods.

1. THE TOP 6 REASONS
FOR CUSTOMER RETURNS
US online clothing sales are expected to increase by 16.4% by 2016, which has led to an enormous
increase in returns, that are costing companies more than they can afford to ignore. By looking at the top
reasons why customers are choosing to return items, we may be able to fix the issues, and in doing so
decrease our losses.
Online customers can’t try on items, and
therefore rely on the retailer to accurately portray
the product - if this isn’t done clearly enough
online then customers can often be
left disappointed.
Sales staff are usually an effective way of turning returns into exchanges,
but online there is little to no space for this type of interaction
with customers.
These unhappy customers
account for up to 15% of the annual
cost to serve, and are unlikely to return.
Up to 50%of
returns are from 1st time buyers.
Customers who buy large amounts of clothing with the intention
of only keeping a few items, or who make impulse purchases because they
are overwhelmed with choice are costly for the retailer.
Fraudulent use-and-return shoppers make up no more
than 1% of the consumer population, but are responsible for over
10% of costs. Each of these shoppers costs the retailer
$1300 a year.
1. MISMATCHED CUSTOMER EXPECTATIONS
2. NO STAFF INTERACTION
4. POOR CUSTOMER EXPERIENCE
5. ‘DYSFUNCTIONAL SHOPPERS’
6. USE AND RETURN FRAUD
It is important to identify
these products early and remove
them from the sales chain.
10%of problem products
are responsible for 40-50% of all returns.
3. PROBLEM PRODUCTS
Data from Clear Returns; ‘Are returns the biggest threat to ecommerce profitability’ whitepaper, October 2013.
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