The biggest source of consumer gripes against online sales has been revealed, with businesses operating online reminded that better service providers are just a click away.
A study of 1,000 Australians by delivery service provider CouriersPlease found that more than half (56 per cent) now spend more online than they do in-store.
However, chief among their concerns is a poor returns process for online purchases.
The majority of respondents (64 per cent) said they had returned online purchases for one reason or another, suggesting that there may be a significant gap in what is advertised online and what is actually delivered to customers.
Whatever the reason for the returns, though, the entire returns process was named as the greatest headache for online shoppers, with 30 per cent complaining about this aspect of shopping on the web.
Many believe the returns process should be made easier. More than one in four (27 per cent) believe the retailers should be responsible for covering at least some of the cost of returns – which for the majority of respondents amounts to more than $10 on average.
“Consumer expectations around delivery and returns are changing, and retailers need to keep up with these preferences to be able to offer a high-quality, full-circle service that also includes a reliable and seamless process for shoppers to return unwanted and unsuitable goods,” says CouriersPlease COO, Hoy Yen Hooper.
“By offering customers more flexible choices such as dropping off parcels to convenient locations, retailers can provide a hassle-free returns system.”
Adam Zuchetti is the editor of My Business, and has steered the publication’s editorial direction since early 2016.
Ask the Experts: Does automation stack up financially?
By Christopher Overton
Opinion: How bad do things have to get?!
By Adam Zuchetti
Business lessons from the All Blacks
By Steve Stanley