September 2022
Returns are a part of e-commerce. A holistic approach to returns management models returns behavior and assigns score values to customers. Our market research allows us to derive indicators for the willingness to return goods. In the coming weeks, we will present individual indicators that together form a customer order return score or at least support it.
- First influencing factor: the payment method. Customers who prefer to buy on account are significantly more likely to make returns than those who pay in other ways.
- Second influencing factor: age. Younger customers are significantly more willing than all other age groups to return goods. However, this willingness has gradually declined in all age groups in recent years.
- Third influencing factor: the shipper type. Surprisingly, but confirmed by conversations with industry colleagues – customers who buy from marketplaces are less likely to return compared to those who buy from pureplayers, multichannel retailers or manufacturers directly. A value that has held for years.
Source: bevh
