Online retailer reveals secret: this is what Swiss customers return most often

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Returns are a problem for online retailers. They bind resources, are costly, and labor intensive. That’s why companies keep it a big secret. Even the study authors disagree. According to takeout provider DPD and the University of Bamberg (D), online shoppers in Switzerland and Germany returned one out of every four orders. The Lucerne University of Applied Sciences came to a different conclusion: According to its researchers, the average return rate for online stores operating in Switzerland is only seven percent.

Online store Galaxus and electronics specialist Digitec are now revealing their figures in detail for the first time. According to a press release, two out of every hundred Swiss orders are returned to Galaxus and Digitec. In Germany it is six percent.

Every tenth piece of clothing is returned

There are big differences according to the product type: Especially the return rates of clothes, shoes, jewelery and sports equipment are high. According to Galaxus, in Switzerland customers send back almost every tenth of a garment, while in Germany every seventh T-shirt or trousers are returned to the box, according to Galaxus. Return rates for sports products are also high. As well as watches and jewellery. In short: for products you want to try before you buy.

According to Galaxus, this should also explain the differences in figures from DPD, the University of Bamberg, and the University of Applied Sciences at Lucerne quoted at the beginning: the more garments (dealers) included in the calculation, the higher the return rate. For example, at Zalando, Europe’s largest online fashion retailer. There, customers return half of all orders.

Customers know the products

Consumers rarely return beauty and wellness products such as hair dryers, shampoos, or mascara. This also applies to office supplies such as printer ink, pens or envelopes. Or eat. Description of online retailers: These are products that are not purchased for the first time. Customers would know what they were getting themselves into. Customers often store electronics as well. Reason: You make yourself smart about it before you buy online. (be)

Source :Blick