DHL: ‘Return values grow 7% in the UK’

During September and October, average return values reached almost 127 euros (106 British pounds) in the United Kingdom. This was a 7 percent increase from the same period last year. It seems that consumers are returning more high-value products.

These data come from research conducted by DHL eCommerce and ZigZag, a returns management platform. According to the data, return volumes have also increased, with 3 percent, compared to the same period last year.

Paid returns increased 6%

It should be noted that the report does not include data on order amounts. As a result, the ratio of returns to orders is unknown. It does remain interesting that paid returns increased 6 percent though, indicating that this type of return is increasing more than overall returns.

Almost 25% of online shoppers do not mind paying for returns if they really want the product

Additionally, 46 percent of consumers said they paid for returns across September and October this year. Paid returns have become a common practice for many retailers in the country, leading to consumers becoming more accustomed to it as well. According to DHL, almost 25 percent of online shoppers said that they do not mind paying for returns if it is for an item they really want.

Frequent returners generate 24% of volume

Asos introduced extra fees for frequent returners, earlier this year. The current report indicates that serial returners made up 11 percent of all return cohorts during this year. They generated 24 percent of return volumes. Yet, 83 percent of these frequent returners said that they are willing to pay their returns.

‘Returns present an opportunity’

“Returns present not just a challenge, but an opportunity this year for retailers. The tide is changing, and as our research suggests, whilst return volumes have never been higher, shoppers are more willing to start paying up. Plenty of leading retailers have made the move to paid returns, so the pathway to recouping the costs has already begun to take shape”, said Matthew Jacques, global partnerships director at ZigZag.

‘You better have a user-friendly online portal and solution to justify your paid returns’

“However, with an added cost to consumers comes an expectation of ease and convenience. Retailers must be in a position this peak season to be able to offer customers with a wealth of suitable, hassle-free return options as well as tracking capabilities, proactive communication, and fast refunds. If you are going to start charging for returns, you better have a user-friendly online portal and solution that can justify it.”