UK eCommerce returns experience report 2022
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Research summary
Returns are a pivotal part of the eCommerce experience, and how they are managed can significantly influence customer loyalty. Our 2022 report provides a comprehensive analysis of the UK returns landscape, highlighting best practices and insights to help brands optimize their returns processes.
In this study, you’ll discover
- The latest trends in UK eCommerce returns management
- How returns policies impact customer retention and satisfaction
- Best practices for minimizing returns while enhancing customer experience
- Case studies of UK brands leading in returns excellence
There is a huge opportunity to engage with customers during the returns process and keep them up to date on the status of their order. It could be argued that this is the most emotional part of the journey—when the customer no longer has their item but doesn’t have their money back.
The returns process is more than just a refund—it’s a critical moment to build trust. Brands that communicate proactively and offer a seamless experience can turn returns into a loyalty driver.
Key stats that matter
The majority of UK retailers send some communication during returns, but it’s often insufficient
Nearly nine in ten retailers do not offer paperless returns
The average number of days it takes for retailers to process a refund, leaving customers waiting longer than expected
