When it comes to cross-border e-commerce, returns remain an area of concern for one in four shoppers, according to the latest insights from Asendia and ESW’s Shipping and Returns: Leveraging Logistics to Unlock Global Loyalty report.
Using findings from more than 18,000 respondents in 18 countries, the report highlights several key customer concerns related to shipping and returns, and helps global brands and merchants understand how to meet consumer expectations.
According to the report, customer expectations regarding the post-purchase journey – particularly cross-border returns – are high and varied.
However, as returns logistics can be challenging and expensive, many retailers have begun implementing return fees to claw back costs and deter shoppers from making excessive purchases with the intention of returning most of them.
Overall, nearly half of respondents said they are willing to make purchases even if there is a nominal returns charge. However, Gen Z was more than 1.7 times more likely to accept a fee than Baby Boomers. Of the countries surveyed, India, UAE and South Korea were the most willing to accept return charges.
Joining the club
The survey showed that 27% of respondents were inclined to pay for a membership if it meant they could return their purchases for free, while another 27% would pay return shipping charges. More than four in 10 shoppers in India, China and Mexico would pay a membership fee that includes free returns, yet only 15% of UK, German and Swiss shoppers would pay such a fee. They would, however, pay for return shipping.
“In today’s global marketplace, a robust cross-border returns strategy isn’t just another box to tick, it’s a strategic imperative. Prioritizing a seamless, customer-centric return process enhances satisfaction, builds trust and ultimately fuels long-term success. Each market is a unique ecosystem, with distinct customer behaviors and preferences,” commented Helen Scurfield, CEO of global returns at Asendia.
“By removing the friction from cross-border returns, brands can open routes to higher spending and new customers. But global reverse logistics are complex and managing them requires considerable expertise. By partnering with ESW and Asendia, brands and retailers have access to our industry-leading solutions, allowing them to enter new markets in a matter of weeks and create exceptional customer experiences that foster brand loyalty and deliver revenue growth,” added Nick Cranney, global logistics and returns, ESW.
A panel of industry experts will discuss the report in an upcoming webinar, titled Mastering Returns: How Brands and Retailers Can Succeed in the Customer-Centric Era, launching on April 3.