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Unreturned online orders costing consumers

Unreturned online orders costing consumers
Monday May 22 2017

UK consumers are wasting £104 a year on average on unused items that they have purchased online, according to a new survey from online marketplace

The report found that retail sales were up 3.7 per cent year-on-year, while online sales grew 20.7 per cent over the same period.
The survey of more than 1,500 people also found that the three most popular excuses for not returning items were: that they think they will end up wearing/using them (35 per cent), never got around to returning them (26 per cent), and the returns process takes too long/money not worth the time (16 per cent).
Furthermore, 63 per cent of respondents claimed that they have had a bad experience when trying to return something they bought online – with some suggesting that retailers could make the process easier for shoppers.
Cas Paton, managing director of, said: “Whilst the online retail industry is growing, companies need to make a concerted effort to establish an efficient returns policy. People are wasting hundreds of pounds, so developing an efficient system will allow companies to engage with their customers better.
“However, consumers need to be more aware of the accessibility to return items. There are often guidelines when returning the items in the packages as well as on the website.”