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    Free returns and free delivery, the consumer standard

    Consumers are making it known that they are not afraid to leave an online shopping cart if the business doesn’t offer free returns or delivery.

    According to new research from Emarsys, 16.4% of customers claim that not having an option for free returns would be enough to put them off buying a product they’re interested in.

    Additionally, 14% of consumers say that not having free delivery is the biggest deal breaker.

    “…the importance of the delivery experience will continue to rise as online shopping becomes more popular than ever,” says Managing Director, APAC at Emarsys, Adam Ioakim.

    Another critical turn off for customers are long delivery windows, with 9.4% of shoppers put off from a purchase if the delivery time is more than three days.

    An important factor for Aussie consumers is having a variety of payment and pick-up options available.

    “As our research demonstrates, a poor delivery and returns experience has become a major deal breaker for most Aussie consumers,” continues Mr Ioakim.

    “Customers want to see, and feel comfortable with their purchase, and sometimes it’s not what they expect. Therefore, brands should see returns as an opportunity to better understand their customers and further improve both the in-store and online experience.”

    The team at Emarsys says that success in 2021 will be determined by a deep dive into customer attitudes and behaviours.

    Emarsys has released an eBook with 8 Retail Marketing Priorities for 2021, which can be accessed here.

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