Voxware research indicates most returned online purchases due to retailer error

Voxware, a leading provider of voice solutions, has released research highlighting why consumers return items purchased online or by phone and how their experiences with the return process affect their future purchase intentions with retailers.

Highlights from the survey, which collected responses from 500 consumers, include:

54% of respondents stated that the reason for returning an item purchased online or by phone is because the item is the incorrect size or color
97% of respondents stated that the return process is important to their future intentions to shop with a retailer
73% of respondents who receive an incorrect item after already returning it once stated that they are much less likely to shop with that retailer online or by phone again
26% of respondents expect the correct item to be shipped to them within one to two days after returning the incorrect item

Respondents answered for what reasons they have returned items purchased online or by phone:

57% stated that the item is correct, but they did not like the item once seeing it in-person
54% stated that the item received is the correct item, but it is the incorrect size or color
25% stated that the item received was the incorrect item altogether

Survey participants also answered what percentage of items that they have purchased online or by phone have been returned due to retailer error or dissatisfaction with the item:

63% answered that up to 10% of the items they purchase online or by phone are returned due to error or dissatisfaction
20% answered that up to 25% of the items they purchase online or by phone are returned due to error or dissatisfaction
8% answered that up to one-third of the items they purchase online or by phone are returned due to error or dissatisfaction

When asked how important the return process is to their future intentions to shop with a retailer, 97% of survey participants agree that it is very important. The majority, 59% of respondents, stated that returning products bought online or by phone is moderately easy but annoying, while nearly 10% stated that the return process is difficult.

Additionally, nearly 20% of survey participants have, after returning an incorrect item, received the incorrect item for a second time. Once respondents return incorrect items to the retailer, 26% expect the correct item to be shipped to them within one to two days, while 43% expect the item in three to four days.

“This research proves that the majority of the time, consumers return products due to retailer error,” states Keith Philips, president and CEO, Voxware. “Mistakes in the supply chain are happening all too frequently, which not only increase distribution costs, but also severely impact customer satisfaction, customer loyalty, and ultimately bottom lines. Online shopping and consumer expectations will only continue to increase.”