UPS Says Easy Returns Process Essential for Ecommerce Success

Shoppers love nothing more than convenience – well ok, maybe price trumps it – but convenience definitely sells. And when retailers offer a seamless ecommerce returns process, it plays a pivotal role in consumer’s purchasing decisions, according to an annual report from UPS.

Of the more than one-third of shoppers surveyed who said they returned an item in the past three months, nearly two-thirds of them said the returns process was a major factor in any decision to shop a retailer again, according to UPS’s 2019 Pulse of the Online Shopper report.

The survey of more than 18,000 shoppers in 15 countries and regions was conducted in early 2019 by PwC. It found 56% of online shoppers track their deliveries, with Americans being the most active in this regard. Also, free shipping was, unsurprisingly, the most important element in creating a positive returns experience, according to 42% of respondents, followed by a hassle-free policy (28%).

You can learn more about results from the 2019 UPS Pulse report, originally featured in our sister publication Chief Marketer, by clicking here.