Especially when buying clothes, online shoppers expect hassle-free and low cost returns. 9 out of 10 customers cancel their purchase due to shipping and return costs.
Every third German now buys apparel and accessories on the internet, according to a recent YouGov survey commissioned by the online review platform, Trustpilot. The survey revealed that for almost 90 percent of respondents, free shipping and returns were a very important factor when deciding whether or not to buy something on the web. In other words, online retailers that charge for shipping and returns are losing a large number of customers to shopping cart abandonment.
A similar article was featured in Der Handel
(All articles are in German)