PHILADELPHIA, May 14, 2024
/PRNewswire/ -- Asendia, a global leader in e-commerce
and mail solutions, and ESW, leading global direct-to-consumer
(DTC) e-commerce company, share the latest insights from
Shipping and Returns: Leveraging Logistics to Unlock Global
Loyalty.
- About half of shoppers are willing to purchase products even
if there is a nominal charge to make a return
- Gen Z shoppers are nearly twice as likely as Baby Boomers to
accept a returns fee.
- A quarter of consumers would be more likely to shop
cross-border if all import charges, taxes and duties were
disclosed.
- 40% of shoppers are willing to wait up to a week for their
international purchases to be delivered.
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 several key concerns customers have
related to shipping and returns, and helps global brands and
merchants understand how to meet consumer expectations. It 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.
Returns logistics can be challenging and expensive, therefore
many retailers have begun implementing return fees to cover costs
and deter shoppers from making excessive purchases with the
intention of returning most. 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. India, UAE, and South Korea were most willing to accept return
charges.
27% of respondents said they are inclined to pay for a
membership if it means they can return 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. However, only 15% of UK, German, and Swiss
shoppers would pay a membership fee, though they would 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 behaviors and preferences", comments Helen Scurfield, CEO Global Returns,
Asendia.
To download the report, visit
https://www.asendia.com/en-us/mastering-returns-webinar.
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SOURCE Asendia USA, Inc