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German E-commerce returns study 2022
This study provides exclusive insights into what online shoppers want when it comes to returns and what services the top 100 retailers in Germany offer.
Content of the study
German online retailing is characterized by free returns like no other
Is that still in keeping with the times? This study provides exclusive insights into what online shoppers want when it comes to returns and what services the top 100 retailers in Germany offer.
- 14 questions to 2,200 online shoppers about returns
- 100 test orders from online stores & analysis of shipping, delivery and returns
- Segmentation of returns behavior by age group
- 7 advantages of returns portals
Key findings
90 retailers do not charge fees for returns
Only 36% of respondents generally reject returns for which a fee is charged
34% accept vouchers, with immediate refund of the value of the goods
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