Slashdot Mirror
Shoppers More Likely To Return Items Bought Online Than in Store (axios.com)
From a report: Almost a third of all online orders are returned compared to only 9% of purchases made in a brick-and-mortar store, according to Bloomberg. This is largely due to free shipping offered by most companies, which has also caused an increase of online purchases by almost three times those of physical stores. Why it matters: Returns can be costly for online companies -- anywhere from 20-65% of the cost of goods sold a UPS study found.
Also, a lot of online stores sell broken crap-- possibly stuff that previous customers had returned that they're still trying to get rid of.
I don't know why others return their online purchased items, but when I do it, it's because:
- The item had incorrect specifications online, e.g. a tablet had a resolution of 1280x800 on the seller's website but 1024x600 in reality.
- The pictures of the item showed it as way better looking than in reality. Think hamburgers in ads versus hamburgers in the store.
- I received a different item. I can't use a pink female genitalia shaving machine on my beard.
...gis sdrawkcab (usually not responding to ACs; don't bother posting as AC)
When you shop on line, you go by a description, a few pictures and some basic information. When the purchase arrives, there can be many issues that are not apparent from the web site listing. When you go to a brick and mortar shop, you can feel, touch, try on and in general verify what you are buying, reducing the chances of the need to be returned.
This is why I bought my sneakers in a real store. I tried them on, made sure they fit and went out for a run the next day.
Buy it online and two weeks later you might still be waiting for the right size
Gosh, you're going to tell me that people want to try things in person before they commit to buying(/keeping) them? I'm shocked! Shocked, I tell you!
1/3 of all online orders are returned?
Does this match anyone's experience?
Help! I'm a slashdot refugee.
I rarely return anything, pretty much only if it arrives broken. It seems shocking to me that a full third of all purchases get returned online. Even that 9% for in-store seems crazy high. Are there people who just buy stuff and return it all day long?
I read the internet for the articles.
I am sure online retailers have to expect that. When ordering something that has an individual fit - I do not know if it actually fits until the item arrives and I can try it. Clothes, shoes, glasses and many other items. Picture and description is not the same as seeing an item in person.
Why is that news? I am sure catalog sales back in the day had the same return percentage.
I get bad merchandise from online retailers more then in store. But in store returns means a face to face with the store personnel which many people feel uncomfortable doing. I'm not that way, if I feel the product is unsatisfactory in any way I return it. Manufactures that way get feedback from customers on bad products. Even stores may drop products when they get a lot of returns.
In a store you can see the item and try it on.
You can't do that with online stuff. And it's not just clothing.
Here are things I would not have bought if I had seen them in a store:
1) Bag of popcorn -unpopped (thought it was popped)
2) Shirt, shoes and pants that did not fit.
3) Half size ottoman that I thought was full sized.
4) Wedge of cheese that was 1/3 the size I thought it was.
excitingthingstodo.blogspot.com
Last week I ordered a generic three-pound counterweight for a mic stand that came without the tightening screw. Contacted Amazon, got a shipping label, dropped it off at the post office, and got a refund within four hours of the package being scanned at the post office. I ordered the Manfotto three-pound counterweight and was much happier with that purchase.
For many clothing purchases I buy online in multiple sizes, because I can't tell what will fit - sometimes all buying a few different styles, because I'm not sure what I will like.
Any vendor selling stuff online is setup to handle this, usually with free or very low cost shipping on returns or in-store.
"There is more worth loving than we have strength to love." - Brian Jay Stanley
As a UPS driver who picks up 300+ pieces per day from UPS Stores, well over half of the boxes are returns and most go back to Amazon. The only people winning here is UPS themselves
I think the most common explanation is Drunk Amazon purchases late at night. I know some people who have had problems with Ambien shopping as well.
Online vendors misleading information on what you're buying versus what you'll receive.
Just crappy merchandise. Knockoffs,something that's already been returned, items that have been pre-damaged for your enjoyment.
Clothes that don't fit, I have a hard enough time getting things in a store that are supposed to be the same size, but aren't. The same goes for shoes.
That being said. Candy, Hellman's Mayonnaise, I'm ok with buying online. I probably won't return things like that.
...I got some experience on the subject, I'm in my 50's and have shopped online for over 14+ years, and 35+ years in stores, especially electronics stores.
The thing about shopping in a store is that you get an hands-on experience of everything you want to purchase, you get to test it - right there and then, if you don't like it - it's more of a "meh..." experience, and you walk away, no harm done. But if you get that "woah" experience, you'll most likely make a purchase right there and then, or come back later for a purchase. The thing is - you get a realtime experience with the goods in question instead of some video representation of it, and you get a real life feel for how the product actually work.
Some of you, might ask - well, why don't you go to a physical store and test the product, and later - go get it cheaper on the internet?
Well, there's a reason we don't really do that, many actually. Some of mine are that I can easily return a product I tested in store if it doesn't live up to my "store" experiences, without too much problems. If I do this online, I can do this...but it's a lot of hassle...I have to carry the product back to the postal offices, if it's pickup-based, I usually have to cover the cost if the company doesn't agree with my view on the subject... (at least in Sweden).
And when I bought it in a store - I get a lot of support, the seller will recognize me and immediately give me support when I have questions or need help, whereas when I do that online, it's more of a hassle to get a RMA and finally get to ship it off, just to have it returned to me with 100+ scratches from all the handling + loads of more risks involving shipping damage, where the company in question is not to blame....but the postal services...which I've had the worst luck with...blaming everything on bad packaging etc.
Classy online companies, won't have this issue...usually clothes related companies, as they will pretty much accept any returns, without complaints...but try that with small online companies dealing with IT-Tech and small margins...you're in for the battle of your life..
Not worth it.
Shop locally!
What this world is coming to - is for you and me to decide.
Would anyone be interested in opening a showroom-style shop, that only exists to look at things before buying them? There would be a small entry fee, but it would contain all the articles you could ever imagine. Properly grouped, and without all the tactics of regular shops (like placing the butter as far from the milk as possible, or low-profit stuff at the bottom, or manipulative music/smells/designs).
Online shops would chip in to finance the showroom, and putting their products in there too, and be able to offer their clients a full mall experience without paying for the full mall, and without having to staff people or stock stuff in there.
The difference from a regular mall would be, as said above, that it’s just for looking. The buying still happens online. And that since there would only one of every product, the amount of products would be orders of magnitude above malls.
This should be doable, as it gives online shops, buyers and the one who organizes it an advantage. So there must be a business model that would be a win for all three.
I wish I could do it, but I have my own set of problems. But I would be so happy, to see somebody do that in my city (Cologne). I'd glady let that person have the profits instead of me. :)
(And if I could, I would make a 100% non-profit version of it anyway, that nobody could compete with.
In clothing, I gave up. Because usually I would have to order literally half the store, and of course send 95% of it back. And I simply don’t have the money for that, even if I can be certain enough to get it back.
And from what I heard, that's pretty normal. The lady on the hotline confirmed, that online clothing shops don't even blink if you send back all of what you ordered thrice, before finding even one thing that you want to keep. It's already included in their business model. Because they want you to be relaxed and not stress out and go to the physical store instead, where that kind of behavior would be normal too.
My wife gets more stuff with different sizes to try them out when shopping online. That happens especially when the item is available online only
Did they base this off of the metrics of products force returned because UPS wouldn't deliver, or worse lost the item, or worst, randomly delaying deliveries for so long the retailers have to refund their customers?
It looks like these high return rates are US stats. Other countries have less of a return culture, being more intimidated by store policies, and discouraged by high return postage rates, though it's perhaps slowly becoming more US-like everywhere.
I've long been surprised reading about US buyers who had no problem returning things until they got exactly what they wanted. In the US, retailers better accept that the consumer is king, perhaps due to better-developed competition, a greater focus on service, and better delivery networks.
I'm amazed at the entitlement society which has come about in the last 20 years. Many people have come to expect they are owed something just because. Hate to break it to people, but the customer is not always right. There really are insane people who take advantage and that costs everyone more. I've got many great examples.
Adding "free shipping" to your order comments isn't going to get you free shipping. My company isn't going to play that game. Sorry. Nope.
Demanding we extend our return policy three months out because you were in the hospital just isn't happening either. I'm sorry your reading comprehension is poor or that you jumped to conclusions because all your recent printer purchases have had a scanner built-in. Not going to cut it. It's unfortunate, but it's not our problem. We have very good customer service policies, but three months isn't exactly a few days or even a week beyond the return period. This isn't clothing and prices go down assuming we can even resell the item at all.
Getting mad at us and demanding a refund because your too stupid to diagnose an issue properly and automatically blame us for a problem with your computer... while we have no issue with a return if you so like it might be wiser to seek support and not assume our product is shit. You'll just end up running into the same f'ing issue again and again otherwise.
I have another customer who is demanding we refund him for taxes he paid on delivery in spite of the fact his purchase is 10 months old, it was clear on product and check out pages that taxes/duties may be owed for those outside the United States, etc. This is in reaction to a warranty issue. Customers outside the United States have to send back in some cases a system to our repair center in the US and in reality some countries make that difficult (getting a refund on the tax after a system is repaired/returned from outside the country). It's not our fault you live in a socialist hell hole. We've got our own shitty system to deal with here and taking advantage of others just results in us having to increase prices for you and other non-a-holes in your region who are the unfortunate slaves of your crappy government.
I would love to return an item to an online store, but always assumed that i would have to pay shipping charges back. And many retailers want you to ship it to america with customs papers, duties etc. it will quickly add up in time and money to the cost of the item.
I would have assumed the opposite. Its trivially easy to drive back to the store and return something. For instance, home depot, i do that all the time. Buy all the possible parts or lumber i need for a project and return the ones i dont use. Shipping back, unless they are giving you a return label, seems like it just costs you money. I've shipped defective electronics back for repairs but i always have to pay the shipping to the vendor.
Something doesnt add up. Maybe amazon has free returns? I dont do much purchasing off there...
I have another reason:
Returning items online is easier than returning to a brick and mortar store nowadays. So I prefer to buy higher risk items online AND I take more risks when buying something online. When in doubt, in a brick and mortar store I will probably not buy. Online, I will.
Result: "Shoppers more likely to return items online". It is a feature, and it is why online shopping is winning.
Industrial products with a clear specification
Consumable items you have bought before and need re-supply
Replacement parts
Anything cheap enough that gambling is OK
Online does NOT work for stuff like..
Anything where color is critical. Most monitors aren't calibrated and most online sellers aren't real careful about color
Anything where touch or feel is critical. All you get online is a photo, and sometimes it's crappy
Some clothing. Sizes are NOT standard, it's why physical stores have dressing rooms
Online works OK for stuff like...
Consumer appliances, where reviews provide useful guidance
https://www.quora.com/Has-anyb...
I have never returned anything online because of it not fitting, I know my body well enough to buy the correct size or buy larger. Instead, I return online items because:
-They arrive broken from shipping
-The wrong item arrives
-The item is missing parts/manuals
-The item stops working within the return time limit
-I bought the item somewhere else cheaper
-I received the item faster from a different store (pre-ordering from multiple sites to make sure I get an item on release day)
The last 2 reasons listed above are me taking advantage of generous online return policies, but the others are the most common, especially items that stop working.