The report covers the following topics -
• The hot issues
• What people return
• Who returns
• Why people return
Scope
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The online returns channel is set to rise by 34.6% to £5,438.1m by 2022. Growing consumer confidence
in the returns process and a 35.0% growth in online spend over the same period will drive this growth.
Retailers must prepare for the rising number of returns by investing into the entire operation. Retailers
that are able to provide a returns process which is as seamless as the purchasing journey will benefit
from improved customer retention.
Penetration of online shoppers that have returned an item, has risen across all sectors other than in
clothing & footwear, although clothing & footwear has by far the highest penetration at 32.7% -
compared to the next highest sector food & grocery gifting at 19.7%.
Overall, 37.3% of returns were made via post while 35.1% were brought back to a retailer's store.
However, for five of the nine retail sectors, returns were most commonly completed via returning to
store. The minimal use of channels such as lockers and drop off points like Collect+ and Doddle proves
that consumer awareness of these options remains low. Retailers should further highlight the
availability of the lesser used options to demonstrate the convenience of their returns proposition
whilst alleviating some of the workload and resource involved in the returns process for stores.
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Reasons To Buy
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Utilise our five-year forecasts to 2022 for the online returns channel, and sector penetration to help
form an effective growth strategy.
Review our analysis on hot issues and understand the factors driving the channel.
Understand the returns penetration for each sector in 2017, and returns penetration of total online
market.
Understand the returns channel share of online retail and forecast growth compared to online spend,
to help incorporate growing returns into financial forecasts.
Recognise why consumers are returning products purchased online to enable a better understanding
of the channel moving forward, and to help mitigate the future growth of returns.
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