Online customers’ intention to return remains low / news
Returns compendium will be published in autumn
Berlin (ots) – The return intention of the German online customers was in the first
Half-year 2022 still at a significantly low level. A comparison shows that
of the data on consumer behavior collected weekly by bevh since 2017
Internet. According to this, an average of nine out of ten gave the first half of the year
online customers (89.9 percent) to keep the goods they have ordered
want. This corresponds to the previous year’s value, is only one percentage point below that
value of the year 2020 and still more than three percentage points above the values
of the years 2018 (86.4 percent) and 2019 (86.7 percent).
“The return of goods is part of consumer protection and is part of well-established
processes in online and mail order business,” explains Martin Groß-Albenhausen,
Deputy General Manager of the bevh. “That’s all the more important
Research on return reasons, scope, avoidability and recovery of
returns but also on the specific returns behavior. We are happy that
not least because of our initiative we have done a lot in returns research
Has. In order to summarize the current state of research, we will publish in autumn
an updated edition of our returns compendium this year.”
The returns compendium includes, among other things, a more detailed analysis of returns behavior
for apparel and shoes, which have higher return rates than others
exhibit product groups. Here, too, one can be seen in the first half of 2022
compared to the Corona peak phase, only slightly increased intention to return. Had in year
In 2019, a good third (69.2 percent) of the online buyers surveyed
Clothing stated that they wanted to keep the goods, this value rose in 2020
75.2 percent and reached a peak of 77.2 percent in 2021. in the
In the first half of 2022, it is still moderate at 74.3 percent
Level.
“We can very precisely determine the influence of age, gender, assortment and others
Evidence of parameters for the return tendency,” says Groß-Albenhausen. “For example
fashion buyers on online marketplaces are significantly less inclined to
Orders to be returned in whole or in part than with multichannel providers.
From this knowledge arise possibilities, the probability of
To predict and control returns and thus to sustainable processes
develop.”
This is already evident in practice: “The fact that the results so far from
our returns research has been very successful in the development of new ones
We are particularly pleased that we have found processes and business models. An example
is the start-up “toern” with which Eva Aumüller shared the knowledge of her vom bevh
supported master’s thesis at the FH Wedel together with their founding partner
Jonas Zeuner into practice,” Groß-Albenhausen continues.
In addition to the research results of Eva Aumüller, the returns compendium also contains
in its second edition current study results by Dr. Bjorn Asdecker
(Head of the research group returns management at the University of Bamberg),
Prof. Dr. Bernd Jörs (TU Darmstadt), the EHI Retail Institute, survey results
by Buybay and contributions by Prof Dr. Gerrit Heinemann (Head of eWeb Research
Center at the Niederrhein University of Applied Sciences) and ibi research at the University of Regensburg. the
first edition (https://www.bevh.org/politik/bevh-retourenkompendium.html) of
Compendium was published in 2020.
Press contact:
Federal Association of E-Commerce and Mail Order Germany eV (bevh)
Frank Dussler
Friedrichstrasse 60 (Atrium)
10117 Berlin
Mobile: 0162 2525268
mailto:[email protected]
Further material: http://presseportal.de/pm/52922/5312810
OTS: Federal Association of E-Commerce and Mail Order Germany eV (
bevh)