German eCommerce returns study 2022
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Research summary
Returns are a critical component of the eCommerce experience, especially in Germany, where customer expectations are high. Our 2022 study provides an in-depth analysis of returns processes and offers strategies that leading brands use to turn returns into opportunities for customer satisfaction and loyalty.
In this study, you’ll discover
- The latest trends in German eCommerce returns management
- How to streamline your returns process to meet customer expectations
- The impact of returns on customer loyalty and retention
- Case studies of German eCommerce brands excelling in returns handling
A positive returns experience increases the likelihood that new customers will become repeat buyers. Retailers who optimize returns can enhance efficiency while strengthening customer loyalty.
Yet, many retailers still overlook the impact of returns on customer retention. From unclear policies to inconvenient processes, these challenges create friction that can push shoppers away.
Key stats that matter
More than a third of online shoppers don’t completely reject paid returns
Eight out of ten of Germany’s top 100 online shops don’t visibly promote free returns
Nearly two-thirds of shoppers prefer returning items for free in-store rather than paying for return shipping
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