UK has 2.4 billion pounds of products waiting to be returned, and reverse logistics services are attracting attention

According to foreign media reports, British shoppers currently have about 2.4 billion pounds of products that have not been returned online . In response to the return issue, InPost conducted a survey of some British consumers.

It is difficult to return goods during the lockdown, with £165 worth of products per person waiting to be returned

InPost’s research found that more than half (51%) of consumers felt they had accumulated more items to return during the January lockdown than usual. Those who did have to return items had an average of three items waiting to be returned, costing around £165 per person.

It is reported that under the lockdown, it has become very difficult for British consumers to return goods online. Jason Tavaria, CEO of InPost UK, said that it is difficult for online shoppers to return goods during the current lockdown.

The survey found that more than half (57%) of UK online shoppers said returning items was time-consuming and hassle-free given lockdown restrictions, with nearly two-thirds (65%) saying they didn’t want to spend time queuing at a post office or parcel delivery shop to return an item.

Social distancing when returning items is also an issue. More than half (54%) said they are concerned about coming into contact with other people when returning items at the post office, store or where the package is dropped off.

Therefore, many consumers have begun to demand that retailers provide more convenient and complete return services. 45% of consumers said that under the current circumstances, retailers need to make returns easier.

Improve return services to win consumers ’ hearts

The difficulty of returning goods is a very big problem for both retailers and consumers. Although retailers are currently facing a relatively low return rate, once the blockade is lifted, a large number of returns will come, and the consequences will be very tragic.

Jason Tavaria said that given the situation has not yet worsened, retailers need to make it easier for consumers to return items by offering a wider range of return options, including local package drop-off points such as lockers.

In light of the return issue, consumers surveyed called on retailers to be more clear about their return policies and provide longer return windows after purchase. Nearly two-thirds (62%) said retailers need to offer contactless return options. 42% suggested setting up package drop-off points closer to home.

Improving return services not only gives consumers better control over inventory, but also increases customer loyalty. If retailers can simplify the return process during lockdown, returns may be a great opportunity to build goodwill with customers. When lockdown restrictions are lifted and consumer spending increases, retailers will gain more favor from consumers.

U.K.

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