Quick Returns Matter: Almost Half of Online Shoppers Keep Unwanted Goods
Online shoppers find returns challenging: Over half of shoppers maintain unwanted purchases. - Approximately half of online shoppers encounter complicated return processes and opt to keep the items instead.
In the bustling world of online shopping, convenience comes in various forms. According to a survey by Bitkom, a whopping 94% of shoppers deem a hassle-free return policy and prompt refund as crucial. Additionally, 75% of respondents find multiple shipping options beneficial to save time, while 70% prefer a more generous return period than the legal minimum.
The texts should be easy to digest, and so, let's break this down further: Six out of ten respondents value the option to return products at a local store, and six out of ten find eco-friendly shipping options important too.
Nastassja Hofmann, an expert from Bitkom, shed light on this matter, suggesting that online retailers must make return information accessible and easy to find, as per legal requirements in Germany. She criticized that consumers often face a frustrating hunt for such information on international marketplaces. Hofmann advocates for holding non-European online sellers accountable for following existing regulations, stating that "for many, the effort of returning is often not worth the reduced price."
Bitkom polled 1006 internet users aged 16 and over in Germany, of which 978 participate in online shopping. The poll results are said to be representative, according to the association.
While Bitkom hasn't issued any specific statements regarding the regulations for return information transparency and accessibility for non-European online retailers in Germany, they are actively involved in discussions about digital policies and consumer protection within the EU framework. In Germany, consumer protection is primarily governed by EU and national laws, including laws like the Digital Services Act (DSA) and the Digital Markets Act (DMA), which aim to boost transparency and consumer protection across digital platforms. However, for non-European online retailers operating in Germany, understanding and adhering to these EU and German regulations, particularly concerning consumer rights, product information, and return policies, is crucial. Unfortunately, specific guidelines from Bitkom on this topic aren't readily available in the given information.
- Returns
- Bitkom
- Germany
The online retail industry in Germany should facilitate easy returns for customers, as revealed in a Bitkom survey, with 60% of respondents preferring to return unwanted goods at a local store, and 60% valuing eco-friendly shipping options.
To improve consumer experiences, Bitkom emphasizes that online retailers must make return information transparent and accessible, addressing concerns about complicated searches for such details, especially on international marketplaces. This call for accountability specifically involves non-European online sellers operating in Germany, as following existing regulations ensures a hassle-free shopping experience.
