Re-thinking Returns

By Sam Wright

Our latest Klarna Confidential explores a new way to think about returns: as a strategic advantage for merchants. The online shopping experience is not always a linear affair. It’s frequently a cyclical journey where ‘returns’ play a central role, influencing purchasing decisions and brand loyalty.

Uncover why;

  • 3% of people would not shop with a retailer again if they have a bad experience when returning items
  • Offering a ‘Pay After Delivery’ option would cause 25% of shoppers to be more loyal to a retailer
  • 77% of online shoppers believe UK retailers need to improve their returns capabilities

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IMRG Capgemini eRetail Sales Index
All other data from a Klarna-commissioned survey of 2,000 consumers across the UK conducted by Censuswide in February 2017.