Digital commerce returns impact brand perception and repeat purchase

The returns policies adopted by digital commerce retailers can influence a variety of brand metrics, a study has found.

The costs associated with returning digital commerce purchases impact a variety of brand metrics, from perceived ecological credentials to the likelihood of future transactions.

Ryder, the delivery solutions firm, polled 1,077 online shoppers, and found their views on the return policies offered by brands are evolving on various dimensions.

More specifically, its survey discovered that refunds given without the need to send a product back would encourage repeat purchases for almost two-thirds of buyers – a double-digit lift from equivalent analysis conducted a year ago. Over four in ten shoppers would be willing to donate unwanted items in...

Not a subscriber?

Schedule your live demo with our team today

WARC helps you to plan, create and deliver more effective marketing

  • Prove your case and back-up your idea

  • Get expert guidance on strategic challenges

  • Tackle current and emerging marketing themes

We’re long-term subscribers to WARC and it’s a tool we use extensively. We use it to source case studies and best practice for the purposes of internal training, as well as for putting persuasive cases to clients. In compiling a recent case for long-term, sustained investment in brand, we were able to support key marketing principles with numerous case studies sourced from WARC. It helped bring what could have been a relatively dry deck to life with recognisable brand successes from across a broad number of categories. It’s incredibly efficient to have such a wealth of insight in one place.

Insights Team
Bray Leino

You’re in good company

We work with 80% of Forbes' most valuable brands* and 80% of the world's top top-of-the-class agencies.

* Top 10 brands