Sixty-one percent of U.S. retailers said they would consider banning serial returners as Amazon has done to combat the growing wave brought on by over-generous policies, according to a new survey from UK ecommerce software firm Brightpearl.
In the UK, retailers were a bit more forgiving, with 45% of respondents to the Brightpearl survey indicating they would pull the plug on serial returners. The big question is, what criteria would companies use to determine whom to ban?
Recently some retailers famous for their return policies have begun dialing them back, including Nordstrom and L.L. Bean, as the number of customers taking advantage has grown, especially with online purchases.
According to data from ecommerce platform provider Shopify, the brick-and-mortar return rate is about 9%, doubling to 20% for ecommerce and rising to 30% to 50% during the holidays, depending on the category.
The Brightpearl survey, conducted in September by Onepoll, polled 4,000 adult shoppers in the U.S. and the UK, along with 200 retail decision-makers in both countries.
One bit of good news for retailers: a relatively low risk of blowback from a policy punishing serial returners. Only 7% of all respondents said they strongly disagreed with the concept of banning some shoppers, while 11% said they would never shop with a retailer who did so.
In terms of demographics, shoppers aged 18-34…