Retailers are having to make returns a top priority to stay ahead in the game and keep customers satisfied. The UK’s leading retailers’ returns policies have been brought into the spotlight. ZigZag has released its latest report titled Our ‘Return Secrets Exposed: Inside the UK’s Leading Retail Practices.
The report was compiled by reviewing the return policies of 130 of the UK’s largest retailers to see how they impact the shopping experience. The company’s CEO Al Gerrie says returns policies are a big factor when it comes to consumer experience.
Who is ZigZag?
ZigZag Global is a leading returns management platform that helps e-commerce retailers handle product returns efficiently. The platform connects retailers with a network of over 1,500 carriers and 500,000 drop-off locations in over 170 countries.
“Our recent research found that 84% of shoppers check the returns policy before making a purchase,” says Gerrie.
Why does this report matter? To stay competitive, retailers must understand consumer preferences and trends. By sharing insights on the current returns landscape. The report can help retailers improve their returns process, boost customer satisfaction, and support business growth.
It’s report looks into:
- Paid returns.
- Return windows
- How well retailers meet consumer demands for choice and flexibility.
Paid returns
Locate2u has reported extensively on returns. Previously this publication highlighted shipping platform Sendcloud has found that 79% of fashion retailers charging for and paid returns are increasingly taking the stage in the fashion industry.
ZigZag’s latest report says paid returns remain a key focus for retailers and consumers.
- 33% of the UK’s 130 largest retailers require customers to pay for returns.
- 71% of UK consumers would pay for a membership that includes free returns, making it likely that retailers will continue offering them as incentives.
Returns window critical in shopping experience
ZigZag’s report emphasizes that the duration of the returns window remains a critical aspect of the shopper experience.It’s research shows that 68% of retailers stick to a 28-or 30-day window.
The time frame allows customers to evaluate purchases and make return decisions within a reasonable timeframe, giving retailers a predictable window for receiving returns.
The company’s latest research shows 42% of the 130 retailers surveyed extend the returns window during peak seasons.
Customer convenience
ZigZag’s research finds that consumer convenience is the key factor shaping returns policies.
- 84% of shoppers check the returns policy before purchasing.
- 53% avoid purchases due to unfavorable policies.
What about when it comes to preferences?
ZigZag’s report finds that retailers are responding to consumer preferences, with ZigZag’s “How easy to find it” metric scoring an average of 4.8/5 and “User friendly” at 4.32/5.
This highlights the focus on clear and simple returns for customer loyalty. However, only 49% of retailers scored perfectly on both metrics, leaving room for improvement.
Return to store statistics
The report shows that In 2024, 59% of retailers offer return-to-store options, allowing customers to get instant refunds or exchanges without the hassle of packaging and shipping.
Why does this matter? This speeds up the process and gives consumers the choice between returning items by mail or in-store based on their convenience.
- 56% of US consumers prefer returning items to the retailer’s store.
- Retailers with 20 or more stores, 82% offer the option to buy online and return in-store.
Carrier services
ZigZag’s report finds that 62% of retailers now offer three or more carrier services for returns, a 26-point increase since 2018.
- Geographical diversity: Customers across the UK use different carriers and services.
- Rural shoppers may only have access to a local post office.
- City shoppers may prefer home collection or locker services.
Retailer strategy: The report highlights that retailers must offer basic services nationwide while providing choice to reduce frustration and boost loyalty.
Refund to store credit and instant exchanges
The latest report by ZigZag shows 57% of consumers would accept a refund credited to a gift card, showing strong demand for this option.
- 83% of shoppers demand an easy exchange option from their retailer.
- 22% of retailers offer the option to refund purchases to store credit.
- 12% of the 130 retailers surveyed offer live exchanges via their online returns portal.
NOW READ: E-commerce returns: SEKO and Loop partner for better experience
Photo Credit: Canva
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About the author
Sharl is a qualified journalist. He has over 10 years’ experience in the media industry, including positions as an editor of a magazine and Business Editor of a daily newspaper. Sharl also has experience in logistics specifically operations, where he worked with global food aid organisations distributing food into Africa. Sharl enjoys writing business stories and human interest pieces.
