A new report from logistics company Whistl has revealed the trends, consumer habits and changing attitudes surrounding e-commerce returns in the UK. It found that 71% of UK online shoppers return items ‘at least some of the time’.
As of December 2023, the most commonly returned items purchased online were clothing (27%), shoes (15%) and bags and accessories (14%). As this demonstrates, the fashion industry is still the biggest market for online returns.
Electronics (9%), food and beverages (8%), furniture (8%) and household appliances (8%) are amongst some of the other products commonly returned after being purchased online.
According to a 2022 study by Statista, the most common reason for returns are false damage claims, which 32% of UK online shoppers admitted to making. 27% admitted to submitting false claims that an item never arrived. Other popular reasons included the consumer having found a better price elsewhere (28%), products being damaged or defective, the wrong size or item being shipped (18%) and products not matching their description (16%).
Whistl data shows that since the Covid-19 pandemic, consumers – particularly older generations – have become more comfortable with returns. 38% of UK online shoppers said they now feel more confident in returning online purchases, while 49% (60% in the 16-34 year-old category) have returned items in the past year.
As reported by Logistics Manager in September 2023, more and more companies are moving away from the ‘free returns’ model, either towards a subscription model or implementing a fee per parcel returned. Data from ZigZag found that 43% of UK returns in the wake of Black Friday and Cyber Monday in 2023 were paid for by the consumer.
Whistl’s report found that 65% of UK online shoppers still expect returns to be free under any circumstance, but 48% who shop online at least weekly would be willing to pay an annual returns fee. With costs rising, it is unsurprising that more retailers are beginning to charge for returns, especially considering that the average cost of a return to a UK retailer is estimated at £13.10 on average.
One aspect of reverse logistics that is often scrutinised is the environmental impact of increased returns. However, RetailX’s “Sustainability Report 2023” found that 57% of consumers are willing to pay more for products if they’re produced and transported in a way that doesn’t harm the environment. This is indicative of the trend of sustainability growing as a priority for consumers, influencing purchasing decisions.
To learn more about how organisations are managing to make their supply chains greener, register for the Sustainable Supply Chain Conference, taking place in London on 25 June 2024!
Logistics Manager has announced the first three expert speakers at this year’s conference, click here to find out who visitors will be able to hear from on the day and visit www.supplychainconference.co.uk for more information on the event, the conference agenda and its unrivalled networking opportunities.
