German DTC returns report 2021
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Research summary
Returns are a critical aspect of the direct-to-consumer (DTC) experience, especially in the German market. Our 2021 report offers an in-depth analysis of returns management, providing insights into how leading brands handle returns to enhance customer satisfaction and loyalty.
In this study, you’ll discover
- Key trends in German DTC returns management
- How effective returns processes can increase customer retention
- Strategies to minimize return rates while improving the customer experience
- Case studies of German DTC brands excelling in returns management
DTC brands have full control over the customer journey, yet many still fail to provide transparency and engagement after checkout—leaving customers in the dark when it matters most.
A poor returns experience can break customer trust, while a seamless process builds loyalty. Yet, many DTC brands still create unnecessary friction. Here’s where the biggest challenges—and opportunities—lie.
Key stats that matter
Nearly six in ten DTC brands charge customers for returns
Two-thirds of brands do not inform customers how long refunds will take
More than half of DTC brands do not include a return label in the package
