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.

Comments

Broken stuff

[XXongo]

Well, on a real-world store you can look at stuff before you buy it-- for the most part, you can pick up the very same object that you will later own. With an online store, you're buying something you've never seen.

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.

Re:Broken stuff

[iggymanz]

you're not doing it correctly. go to your local mega-corp owned place and look at the stuff you want. even try on the model of shoes, for example. then go home and get a good deal online.

Re:Broken stuff

[wyHunter]

Also, clothing: my wife will order 4 outfits and return 3 of them. Why not? In a store you try on different things.

Re:Broken stuff

[peragrin]

For clothing in general and woman's clothing the size listed is irrevalant and doesn't reflect the actual size and cut of the garment. Shoes and pants are generally accurate. Everything else you need to know the. It and fit of. Some comps us shirts are deigned for beer bellies some are slim

Me personally I am either a large or xl for shirts depending on cut a co with a tight fit might be better than a large loose fit or sometimes the companies large slim fits best.

clothing and woman's clothikng really needs local stores to show case fit.

Re:Broken stuff

[arth1]

Also, clothing: my wife will order 4 outfits and return 3 of them. Why not?

Because all customers have to foot the bill for your wife's returns. It's selfish, and everyone else have to pay higher prices.

Re:Broken stuff

[arth1]

It is selfish in the same way as using the fitting room in a store. "the rent of the floor space has to be paid from the sales. All customers pay the same, even the ones who do not use the fitting room".

It's different in that what has been tried on in a changing room can still be sold as new, while what has been returned in an online purchase cannot. The seller cannot know the extent of use, and have to assume that it has been used.

Reasons

[war4peace]

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.

Re:Reasons

[TWX]

I received a different item. I can't use a pink female genitalia shaving machine on my beard.

Well, I mean, you can, but you just don't want to.

Surprised?

[MSG]

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!

33%, is that right?

[jandrese]

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?

Re:33%, is that right?

[evlkind]

Go work in retail for a year, you'll understand. Especially at places like walmart, where the return policy is so lax. I've known of people to buy a BBQ for a big event, ,return it the next day all, and not even cleaned up.

Re:I call BS

[evlkind]

1/3 of all online orders are returned?

Does this match anyone's experience?

I can vouch being a wal-mart worker, most online purchases are returned. Far above the 1/3rd. But...again..it is wal-mart..

There are several reasons for this...

[MindPrison]

...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!