Visitors to the web shops can now see how often customers return products, how often the products break down during the warranty period and how long it takes for a warranty case to be settled. Digitec Galaxus announced this on Thursday.
Specifically, customers can now see the following three additional information on the product pages under “Returns” and “Warranty” (in Switzerland) or “Warranty” (in the EU):
- The return percentage: It shows how often products of a brand in the category in question have been returned in the last 12 months.
- The rate of the warranty case: there you can see “how often the products of a brand in the relevant category showed a defect in the first 24 months after purchase”.
- The warranty period: it indicates how long it takes on average for a product of a brand in the relevant category to be returned to the owner in the event of a warranty claim.
What does it bring to the company?
First of all, it’s a PR coup.
The press release quotes Oliver Herren, Chief Innovation Officer at Digitec Galaxus:
As a side effect, Digitec Galaxus’ costs could fall, as the company writes – “as customers increasingly choose products that perform well in terms of return and warranty rates.” Because every return and every warranty claim costs time and money in customer service or after-sales service.
Digitec Galaxus admits that the new level of transparency may not initially be thrilled by all manufacturers – this is especially true for companies “whose products perform below average”.
Speaking of transparency: in September 2021 Digitec Galaxus announced that it would be the first online retailer in Switzerland to make the historical price development of all products public.
Sources
- galaxus.nl: Brutally honest: Digitec Galaxus now shows warranty and return rate (press release)
- galaxus.nl: Guaranteed case rate and return rate made transparent (explanatory page for Swiss users/Wiki)
- galaxus.de: Warranty cases and return rate made transparent (explanatory page for users in Germany/Wiki)
(dsc)
Source: Watson
I’m Ella Sammie, author specializing in the Technology sector. I have been writing for 24 Instatnt News since 2020, and am passionate about staying up to date with the latest developments in this ever-changing industry.
