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It’s getting harder to return unwanted online purchases. And Americans are frustrated
Developing
In Short: Returning unwanted online purchases is becoming more expensive and complicated, with 68 percent of retailers now charging return fees, according to a new analysis from The Independent.
Returning unwanted online purchases is becoming more expensive and complicated, with 68 percent of retailers now charging return fees, according to a new analysis from The Independent. This marks a significant increase from just 43 percent five years ago, as companies implement stricter policies and fees to manage the cost of returns.
An analysis from Trustpilot shows that mentions of return policies correlate with a drop of approximately 1.6 stars in standard merchant ratings, highlighting the negative impact on customer satisfaction. Retailers like Macy’s, Talbots, and Home Depot have shortened their return timeframes, with Home Depot restricting seasonal items to 30 days and specific appliances to seven days.
Major platforms such as Amazon have implemented tracking measures to identify frequent returners, flagging specific listings as frequently returned and issuing notifications to high-volume users. Third-party verification vendors report that 1 to 2 percent of tracked consumers receive warnings that future return claims might be denied, indicating a growing trend of stricter return policies.
To mitigate the cost of returns, online payment platforms are offering instalment plans or buy now pay later formats, while shop-floor promotions push store cards, with some offering free interest for a year. Despite these measures, many consumers are still frustrated with the complexity and cost of returning items online.
What's still developing
- “A tiny fraction of customers who return 10 times more than the typical customer receive informational notifications with advice on how to find the right product and avoid spending time on returns,” an Amazon spokeswoman told the outlet, emphasizing that the messages were educational rather than punitive.
Sources
- Inewslink