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  • Proactively facing up to the returns headache – K3 Viewpoint

Retailers who do not offer their customers a free and easy returns process are likely to lose sales and customer loyalty, according to myriad pieces of research, which rather states the obvious.

Research from payments company Klarna found 75% of customers say easy returns are an essential factor in their choice of retailer, 78% say free returns mean they would buy more with a retailer over time, and 86% say the option of free returns will make them more loyal and more likely to keep coming back to a brand.

But at what cost to the retailer? Such are the levels of returns at clothing retailers – particularly at the fast fashion end of the market – that solutions are being sought to mitigate this margin-killer within their businesses.

Read the full article from the Retail Insider here