Nearly 50% of people in Germany returned items in 2020, with clothing and shoes having the highest return rates

Clothing and shoes have the highest return rates

It is reported that German e-commerce sales reached 83.3 billion euros in 2020, while the return rate in Germany has continued to rise. Statista 's global consumer survey report shows that about half ( 50% ) of Germans returned goods online in 2020, and the return rate reached a peak during the shopping season.

In Europe, such as neighboring Poland, the percentage is much lower: only 36%. However, considering the scale and development speed of e-commerce in Germany, the high return rate is also an inevitable result.

In the return storm last year, the most returned products were clothing ( 33%) and shoes (17%). Consumer electronics and home appliances had a lower return frequency , while cosmetics and food had the lowest return rate . Clothing and footwear sellers have experienced a lot of ups and downs in the past year. So when the return tide comes, what are the sellers' return policies and how to deal with returned products?

Return issues attract high attention

As a large number of physical retail stores were closed during the pandemic , online orders continued to soar . Thanks to the rapid development of e-commerce , retail sales in 2020 recorded the fastest growth rate since 1994. Therefore, the return rate in 2020 is bound to be higher than the normal level in the past .

Many consumers are concerned about return policies and how to dispose of returned products. In another survey by Statista , 55% of retailers said that returned goods can no longer be classified or sold as high-quality goods , and are either destroyed or recycled. 50% of respondents also said that only slightly damaged goods will be sold as second-hand or resale goods.

Researchers at the University of Bamberg believe that by specifying uniform sizes for sellers and introducing a " return rate " , the number of returns can be reduced. Having the right return policy is not only about the rights of consumers, but also about the reputation of sellers. However, relevant consumer organizations have found that the return policies of many online retailers have certain problems.

More than 170 online retailers have return issues

An investigation by Which has revealed more than 170 online retailers have incorrect policies for returns and handling problematic items on the Klarna, Clearpay or Laybuy apps or websites .

It is reported that many retailers refuse refunds for full-priced, non-defective or discounted items, and only offer store credits or exchanges ; some retailers require customers to return unwanted items within 14 days or less ; while others charge "restocking" or "management" fees for returns , which can be as high as 20% of the price of the returned product .

Which also found some retailers had incorrect faulty goods policies, which could result in customers buying inappropriate products.

Reverse logistics service is very important for sellers and is an important criterion for consumers to measure sellers. Sellers need to provide free return service, sufficient return time and high-quality products to improve their competitiveness .

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