Direct to Consumer German More research

German DTC Returns Report 2021

How well do DTC brands in Germany currently manage their returns?

German DTC Returns Report 2021

In e-commerce, returns are the order of the day. In this report, we show how Operations Experience Management can improve the returns process and thus contribute to stronger customer loyalty and more sales. You will also find interesting facts and figures on how DTC brands in Germany currently handle their returns.


Key findings

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More than half (59%) of the brands we studied generally charge for returns.

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For 53% of DTC brands, customers have to take care of the return label themselves.

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Of the retailers who are in contact with the customer by e-mail, one third do not respond for more than a week

Stuart Hill

Any retailer, in any market, wants to make sure that the post-sales experience is as great as it can be. So any improvement will increase the percentage of returning customers. When there are specialists like parcelLab in the market that can solve that problem using minimal resources, it makes sense to partner externally on this and offer customers an immediate benefit.

Stuart Hill FARFETCH’s SVP of Logistics
Stuart Hill
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Why parcelLab?

Our platform is the central data hub for brands to build and manage all branded customer communication. Our technology enables brands to take their approach to the next level by orchestrating all post-sales processes and data sources in one hyper personalized, seamless, end-to-end experience. The fully customizable platform adapts to your brand’s needs and allows for true differentiation with customer-centricity at the heart of it

For brands, that means more chances to create relationships that last. And for the people that buy from you, it means turning mundane operational moments into moments of joy.

Be different & define your own outstanding customer experience.

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