November 16, 2018
When returning an online purchase consumers expect transparent return policies and proactive communication, according to a Narvar report.
Meeting consumer expectations, according to a release on the report, can pay for retailers in terms of deeper customer loyalty — 96 percent will shop at the retail again if the returns experience is an easy one. The report polled 1,300 online shoppers.
The study found half of shoppers want notifications about the status of their return package, and 59 percent want notifications about the status of their refund.
"More and more, consumers are demanding to be kept in the loop throughout their shopping journey, which includes returns. Shoppers are even willing to put in a little more effort in exchange for clear and proactive updates," said Amit Sharma, founder and CEO, Narvar, in the release. "Retailers will need to treat returns as a critical moment of opportunity in the customer experience."
