Modes of transport have become an important topic during the times of the rise of online purchases in France in 2020. With a push from the virulent COVID-19 crisis, the source has analyzed the return policies of the most popular e-commerce businesses in France. Thus, in France in 2020, 48 of the 100 businesses had a free return policy and 48 percent let customers pay for the shipping. In November 2020, 67 percent of French customers said that free shipping costs in case of return/refund of an item would encourage them to shop online for Christmas in 2020.
Do customers have to pay to return goods?
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The question was phrased by the source as follows: "Coûts des retours ?".
* The source adds the following information: "Test orders were carried out at 100 of the 145 largest e-merchants in France (source: e-commerce Nation). 45 stores could not be included in the analysis due to their product line, commercial business model or an impossibility of delivery due to Covid-19.
Some, whose practices strayed too far from logistics services standard, have also been excluded in order not to distort the results of the study (sellers of bulky spare auto parts, for example).
The sellers of dematerialized products, in the absence of a delivery process were also excluded. In the case of Marketplaces, we only took into account the products sent directly by the Marketplace itself for more consistency and excluded those which did not take charge of any delivery.
In order to make orders as comparable as possible, we ordered low-value products, which were delivered by a carrier. However, we made sure to reach the
minimum order value to get free shipping when it was possible.
We have also had all orders delivered to the address of our Paris office. As a result, the delivery was successful in almost every case from the first attempt."
** The source adds the following information: "For 3 businesses it was impossible to join the customer service and hence to send back the products. In one further case, the online retailer offered that we kept the product and refunded us. We did not have to send the product back."
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ParcelLab. (October 27, 2020). Do customers have to pay to return goods? [Graph]. In Statista. Retrieved September 01, 2024, from https://www.statista.com/statistics/1194549/e-commerce-businesses-offering-free-return-shipping-france/
ParcelLab. "Do customers have to pay to return goods? ." Chart. October 27, 2020. Statista. Accessed September 01, 2024. https://www.statista.com/statistics/1194549/e-commerce-businesses-offering-free-return-shipping-france/
ParcelLab. (2020). Do customers have to pay to return goods? . Statista. Statista Inc.. Accessed: September 01, 2024. https://www.statista.com/statistics/1194549/e-commerce-businesses-offering-free-return-shipping-france/
ParcelLab. "Do Customers Have to Pay to Return Goods? ." Statista, Statista Inc., 27 Oct 2020, https://www.statista.com/statistics/1194549/e-commerce-businesses-offering-free-return-shipping-france/
ParcelLab, Do customers have to pay to return goods? Statista, https://www.statista.com/statistics/1194549/e-commerce-businesses-offering-free-return-shipping-france/ (last visited September 01, 2024)
Do customers have to pay to return goods? [Graph], ParcelLab, October 27, 2020. [Online]. Available: https://www.statista.com/statistics/1194549/e-commerce-businesses-offering-free-return-shipping-france/