Ecommerce Returns Policy Crucial To Loyalty

A recent survey has found that an ecommerce company's returns process is key to customer loyalty. The ecommerce management platform, Narvar, recently conducted a study that showed that 95% of online shoppers would shop with a retailer again if their returns process was satisfactory. The data also showed that 82% of respondents said that they had become repeat shoppers of a store after returning an item successfully. 700 people were questioned for the survey in the US, all of whom had returned at least one online purchase during the past year. Narvar's CEO said that online shoppers are now “frequently returning online purchases, while remaining loyal to brands if they have a positive experience”. The study also looked into which elements of an online returning experience stopped users returning to the site. Top of the list was restocking fees, which 83% of users said prevented return business, followed by shipping fees, too short time limitations, and having to receive return authorisation.