D2C returns study 2023
What return experiences classic brands and young D2C brands offer their customers.
Content of the study
One in four parcels in online retailing is returned, according to a study by the University of Bamberg. This makes Germany the European champion in returns. However, customers in Germany who order directly from brand manufacturers or D2C brands and then discover that the delivered goods do not meet their expectations can sometimes expect a lot of frustration when returning goods.
Evaluation of 100 test orders at D2C & corporate online stores to analyze the shipping & returns experience.
What can corporate brands do that D2C brands can't yet?
Best practices - merchants that we liked very much in the test as inspiration for other providers
Corporate brands perform better here
82% of corporate brands let customers return goods free of charge
24% of corporate brands include a return label
53% of corporate brands refund orders within 7 days
Here D2C Brands are the front runners for returns
64% of D2C brands query return reasons
Only 12% of D2C brands specify a no-reply address as sender
66% of D2C brands inform their customers about their reimbursement
Summary
A good shopping experience is any more important than usual in times when consumers' money is not so loose. And the shopping experience also includes the experience after the purchase. Customer-friendly returns processing is a relevant factor in determining whether or not a customer will make a second purchase from a brand.
Our test purchases at 50 D2C and corporate brands show: Each manufacturer category has its strengths and weaknesses. However, when it comes to shipping and return costs and also refunds, corporate brands show themselves to be significantly more accommodating and customer-friendly than their young challengers.
But those who leave their customers alone with the entire returns process should not be surprised if chaos reigns in the returns warehouse and frustration reigns among customers. Hardly any customer is such a savvy online shopper that they would think of enclosing a note with the order number with their package.
Digital Go-To-Market Review: Luxury Fashion Brands
In this report, Forrester has reviewed the digital experience of 15 luxury brands Read
D2C Post-Purchase Experience Study 2023
An analysis of 50 well-known D2C and corporate brands in Germany Read
Understanding post-purchase behavior
This guide will explore the ins and outs of the post-purchase experience, including what it is, why it matters, and how to optimize it. Read