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Over 50% Of Aussies Expect Free Online Returns

As e-commerce revenues continue to soar, latest research reveals 53% of Australians are not willing to pay for returns, with only 13% willing to spend over $10 to post or courier back an item.

Independently commissioned research from parcel delivery service CouriersPlease (CP) reveals only one in three online shoppers (33%) are willing to spend a maximum of $10 on returns.

Whilst the majority consider free returns essential, returning items back to a store – even when purchased online – is considered the method of choice for most shoppers (37%).

Millennials were the highest of this group (47%), with over-50s the most resistant (23%).

Just under a third (29%) prefer to return items by courier, with 27% opting for returning items to a post office or newsagent. This is the highest among over-60s (40%), and the lowest for 19 – 29 year-olds (9%).

CouriersPlease Head of Commercial and Transformation, Jessica Ip, asserts the high return rate in online shopping is “here to stay”, with pop-up return locations growing in favour, as they prevent customers visiting a store during business hours.

“The high return rate in the online shopping sector is here to stay.”

“As consumers lose the touch-and-feel aspect when buying online, they can erroneously purchase the wrong size or colour, their expectations for texture or quality might not be met, or they might simply change their mind altogether once the product is in their hands.”


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