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“The problem is that it’s all free,” says Ordóñez. Many buy things they already plan on returning. This practice, known as bracketing, has become commonplace, especially among young shoppers aged 21 to 29. But there is a fine line between this right and abuse.įor example, some people will buy the same garment three times in different colours and sizes, only to keep one and return the rest. This is known as the right of withdrawal. However, another significant percentage of buyers – 17 per cent – return products simply because they have changed their mind and no longer want them. According to a study by the logistics company UPS, around 60 per cent of returns occur because the product arrives damaged or does not match its description. There’s more room for error in online shopping: products aren’t always well-described and clothing sizes don’t always fit.
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Customers return between 20 per cent and 30 per cent of items purchased online – and up to 50 per cent for special occasions such as Christmas or Black Friday – but only between 6 and 8 per cent of items purchased in physical shops. In fact, we don’t return as much to brick-and-mortar shops as we do online. If someone returns something it’s because they need to.” According to Francis Blasco, dean of the Faculty of Commerce at the Complutense University of Madrid and a specialist in neuromarketing: “People generally don’t like to return things.
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Free returnsĪs it turns out, shoppers don’t even like to return things.
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It’s afterwards that things get more complex.Įvery time a product is returned, it begins a long and costly journey across many kilometres and through several warehouses, even across several borders, and sometimes travels directly from the dissatisfied consumer’s home into the rubbish. So much gets returned nowadays, especially in fashion, footwear and accessories,” Jordi Ordóñez, a consultant specialising in e-commerce, tells Equal Times.Īs part of their aggressive policies aimed at attracting customers, large platforms like Amazon have made it increasingly easy, and in many cases free, for consumers to return products. “We’re returning more because we’re buying more online, but also because we’ve become so spoiled. In the US alone, consumers returned more than US$102 billion worth of e-commerce merchandise last year, or 18 per cent of total sales. While returning goods is a right, it has led to numbers that are increasingly out of control. An estimated one in three products purchased online is returned within three months of purchase. This is the flip side of mass consumption: mass returns. And a significant number of them were sent back. With the globe paralysed by the Covid-19 pandemic, shirts, shoes and electronic devices crossed oceans, highways and cities en masse to satisfy the urgent desires of consumers. Some 131 billion packages traversed the planet in 2020, the equivalent of roughly 4,000 per second, the majority of which were delivered to a residence of some kind.