Return Biggest Challenge for Online Shopping

Easy and instant returns are integral to the success of online retailers. Happy Returns, an in-store return center for online purchases, recently conducted a survey of online shoppers, and 73% of shoppers selected returns as their least favorite part of online shopping. The survey found that 28% of consumers shop less online than they otherwise would because they don’t want to hassle with returns and 85% of shoppers are more likely to shop if the retailer offers and easy returns experience.

“We started the business a couple of years ago recognizing that this was a problem, and the results of the study have validated what we have been saying for a couple of years now,” David Sobie, CEO and Co-Founder of Happy Returns, tells GlobeSt.com. “It is important in terms of where people shop and if they will ever shop with a retailer again. Some of the stats that we uncovered in doing this research really speak to that. There is a whole segment of customers that people who don’t have an optimized return process are missing.”