Fast refunds required
High consumer expectations also extend to refunds. Although government guidelines state that refunds should be made within 14 days of receiving goods back, just 4% of our respondents believe it’s acceptable for a refund to take more than five days. In fact, almost one fifth (18%) expect to receive a refund from a returned order within 24 hours, and a further 32% within 48 hours.
What can we do about it?
Although consumer expectations differ somewhat to current guidelines, to remain competitive, the reverse logistics process must be as quick and efficient as possible. Consider integrating your order management system and ERP with warehouse execution solutions to automate, scale and speed up the process.
Order errors are much more common than you think
Almost half (47%) of respondents said they’d received an online order in error, and almost three quarters of those said this was on more than one occasion – receiving up to three incorrect parcels in the past year.
Improve the accuracy of picking and packing processes in the warehouse. If this means investing in new tech, you’ll soon make your money back. We estimated that order errors cost UK retailers and average of £951m* each year!
Sustainability is becoming more important
Our survey found that consumers would be willing to compromise their high expectations for a greener service – 32% said they would be happy to pay for delivery or incur a longer delivery time if their parcel arrived in a combined delivery with other orders. Respondents would also like to see online retailers use less packaging (44%) or paper-based packaging (39%). 28% said they would be willing to pay for greener packaging.
Dedicate sufficient resource to research and implement sustainability initiatives – from using recycled packaging to swapping to a greener 3PL or investing in a fleet of electric vehicles. Consumers are becoming increasingly savvy, with many choosing their preferred brands according to their green credentials.Find out what consumers want here