Recustomer Co., Ltd. More than 80% of EC site users confirm the return policy before purchasing. 90% have stopped purchasing after seeing the return policy Survey of consumer attitudes towards returns and exchanges

Recustomer Co., Ltd.
More than 80% of EC site users confirm the return policy before purchasing. 90% have stopped purchasing after seeing the return policy [Survey of consumer attitudes towards returns and exchanges] ~ On the other hand, more than 90% of respondents said that they would like to purchase again on the same EC site if the return experience was good ~

Recustomer Co., Ltd. (Headquarters: Chiyoda-ku, Tokyo, Representative Director: Yasuhiro Shibata) conducted an awareness survey on returns and exchanges on the EC site for 102 people who use the EC site at least once a month. I have, so I will let you know. At the same time, we released a report on consumer attitudes toward returns and exchanges in Japan.
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In this report, we have summarized the image of returns and exchanges, the impact of the return experience on customer satisfaction and loyalty, and the relationship between the contents of the return policy and the sales of the EC site.
This press release contains excerpts from the survey, but the full content can be downloaded from the link below.
Consumer awareness survey report on domestic returns and exchanges: https://recustomer.me/books/awareness-survey-report
■Survey summary
(1) Many consumers carefully check return policies before making a purchase. └ 92.2% check the return policy before purchasing on an EC site. In addition, 92.6% have stopped purchasing after seeing the details of the return policy.
(2) More than half of the respondents stopped purchasing after seeing the return policy because they were unable to return/exchange products that differed in image or size.
(3) While more than 80% of consumers are dissatisfied with the return experience on the EC site, 93.1% of consumers said, “Even if I return a product, if the return experience is stress-free, I would shop again on the EC site. I want to,” he replied.
└ The lack of staff interaction and the short time it takes to complete the return are the elements of a good return experience.

■ 87.3% answered that they had been dissatisfied with the “return experience” on the EC site
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“Q1. Have you ever felt dissatisfied with the ‘return experience’ on the EC site? ”(n=102), 41.2% answered “a lot” and 46.1% answered “somewhat”.
We can see that many consumers are dissatisfied with the current return experience.
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For those who answered “a lot” or “a little” in Q1, ask “Q2. Please tell us why you were dissatisfied with the “return experience” on the EC site (mail order). (free answer)” (n=89), “It took a long time to receive the replacement product after returning it” and “I wanted to return only one of the two ordered, but I paid We were able to obtain 36 responses, such as the fact that we had to return everything and then place a new order due to the method.”
Dissatisfaction with the current returns experience was found to be due to the complexity and length of the return process. Other detailed reasons for dissatisfaction with returned goods are introduced in the research report materials.
■ More than 90% answered that they would like to shop again on the same EC site if the return experience was not stressful.
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When asked, “Even if you returned items on an e-commerce site (mail order), if the return experience was stress-free, would you want to shop again on the same e-commerce site?” (n=102), 42.2% answered “strongly agree” and 50.9% answered “somewhat agree”.
Although they were dissatisfied with the current return experience, 93.1% of consumers said they would shop again on the e-commerce site if the return experience was good. I think there are many people who are wondering what the condition of “good return experience” is here. ■ The conditions for a good return experience were “Lack of
interaction with EC staff” at 35.3%, and short time to complete return at 23.5%.
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When asked “Q4. Please tell us the conditions for a good return experience that you think are good. Please choose the one that best applies to you.” , 35.3% answered “short time to complete return”. It turns out that customers want speed and less communication than polite and human touches. In addition, the most important conditions are introduced in the research report materials.
■ More than 90% check the return policy before purchasing
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When asked, “Do you read the return policy before making a purchase on an EC site (mail order)?” was 31.4%.
We know that many consumers carefully check the return policy before making a purchase.
■ More than 90% answered that they have stopped purchasing after seeing the return policy.
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For those who answered “always” or “sometimes” in Q5, “Have you stopped purchasing from that EC site (mail order) after seeing the return policy?” (n= 94), 67.0% answered “many times” and 25.5% answered “several times”.
92.6% of consumers have stopped purchasing products after seeing the return policy before purchase. From this result, we can see that there is a relationship between the purchase rate of the EC site and the contents of the return policy.
■ More than half of the respondents stopped purchasing after seeing the return policy because they were unable to return or exchange products that were different in image or size.
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For those who answered “Many times” or “A few times” in Q6, please tell us the reason why you stopped purchasing from that EC site (mail order) after seeing the return policy. (multiple answers) (n=87), 52.9% answered that they could not return or exchange a good product (wrong image/size), and 31.0% answered that the return period was too short.
In addition, the reasons for the most responses are introduced in the survey report materials.

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