Online Returns Market 2023 UK Outlook by ASOS, Amazon, Next, Topshop, JD Sports, Klarna, H&M, PrettyLittleThing, The Perfume Shop, Hermes, Boots, Wiggle, AO.com, Royal Mail, Doddle, Collect+, DPD, Sports Direct, IKEA, Made.com, Sosandar
The value of the online returns channel is forecast to rise 27.3% out to 2023 and although online sales growth will outpace the growth of the returns channel, retailers need to be prepared for this increase to successfully handle higher volumes and retain high customer satisfaction.
The clothing & footwear sector has the highest returns rate and makes up the lion's share of the returns channel, which is unsurprising due to the importance of fit as a driver of returns.
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- Despite significant growth in other sectors, including health & beauty, clothing & footwear will continue to dominate returns and will continue to account for the lion's share of the channel.
- Health & beauty, entertainment and books are the sectors that are least returned by customers due to the lower value of products.
- Postal returns remain the most popular return method, with 44.6% of online returns being made by post, despite growth in alternative options.
Reasons to buy:
- Use our in-depth consumer and market insight to learn about the forecast for online returns for the different sectors, and the related hot issues of the online returns channel.
- Understand why and how consumers return products in different sectors online.
- Use consumer opinions about online returns to inform your online returns propositions.
• JD Sports
• The Perfume Shop
• Royal Mail
• Sports Direct
• House of Fraser
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Key Points from TOC:
THE HOT ISSUES
Main issues in e-retail
Delivery saver schemes and try before you buy initiatives will drive up returns
Retailers must place the same importance on improving returns as on fulfillment services
Fit technology to reduce clothing & footwear returns
WHAT PEOPLE RETURN
The channel at a glance
Overall channel size
Channel in context
Sector returns penetration
Returns channel split by sector and parcel size
Clothing & footwear
DIY & gardening
Food & grocery (gifting)
Furniture & floorcoverings
Health & beauty
HOW AND WHY PEOPLE RETURN
Opinions on online returns
How people return
How people return by sector
Why purchases were returned by sector
Cost of returns by sector
What is included
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