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Insight of the Day: Retailers’ Online Shoppers Demand Easy Returns

Key points from the article:

1. Consumer Preference for Easy Returns: The returns process is a significant factor for online shoppers when choosing which retailers to shop with. Consumers prioritize convenience and ease of returns when making purchasing decisions.

2. PYMNTS Intelligence Report Findings: The PYMNTS Intelligence report "The Online Features Driving Consumers to Shop With Brands, Retailers or Marketplaces" surveyed over 3,500 U.S. consumers to analyze their online shopping behaviors. The report found that consumers shopping directly from retailers place a high emphasis on the ease and convenience of return and refund procedures.

3. Merchant Efforts to Improve Returns: Retailers are adapting to meet consumers' expectations for smoother returns processes. David Sobie, vice president of Happy Returns at PayPal, emphasized that consumers desire speed and convenience in returns. Merchants are investing in solutions like drop-off networks and streamlined returns software to enhance the returns experience for shoppers.

4. Evolution of Returns Process: The returns process, both online and in-person, is evolving to meet changing consumer expectations. Retailers are prioritizing high-quality, seamless, and easy returns experiences to maintain customer relationships and satisfaction. Many retailers are now offering returns without requiring receipts, demonstrating a commitment to convenience and enhancing customer perception of the brand.

Overall, retailers recognize the importance of providing a frictionless and cost-free returns process to meet the demands of online shoppers and enhance customer satisfaction and loyalty.

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