Returns German More research

German E-Commerce Returns Study in 2021

Download the detailed study on the performance of the 100 largest German online stores in the area of returns.

German E-Commerce Returns Study in 2021

In this study, we analyze the returns experience at 100 of the largest German online stores. As with parcel shipping, there is still additional potential for many retailers to positively surprise customers with special services and retain their loyalty in the long term.

 

Some key findings:

50%
of the top 100 retailers grant return periods beyond the legal requirements

49%
of brands offer downloadable return labels

13%
of brands who specify a time period for returns pay sooner than promised

 

For Analysis

For three years now we have been publishing our annual mail order study, in which we analyze how customer-oriented the 100 largest online retailers in Germany design the shipping process for their orders. The return was always just one point among many. In this special evaluation, we focus exclusively on this area. Existing data was supplemented by further analyses, for which we researched the web shops of the top 100 online shops and also used the shipping data from our more than 500 brands.

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
Image Description
 

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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Whitepaper / Global

The ultimate Post-Purchase Guide

What every online retailer needs to know about post-shipment communication. From A to Z with examples and best practices. Read 

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Consumer Research / German

Post-Purchase Strategies of Online Retailers in the Home & Living Sector

A special evaluation of 14 Home & Living retailers in the area of shipping & returns Read 

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Consumer Research / USA

US e-commerce returns​ study 2022

Findings from orders with the 200 largest e-commerce retailers in the United States, placed between November 2021 and January 2022. parcelLab partnered with YouGov to gather customer insights and shopper perceptions around returns. Read 

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Returns / UK

Are the UK’s top retailers getting returns experiences right?

This report analyses the returns experiences offered by the UK’s top 200 retailers. We examine cost, returns options, customer communications and much more. Read