Forter Study Reveals 52% of Brits Abuse Online Return Policies
According to a new report from Forter, a significant portion of customers admits to abusing online retail return policies. In the past year, 52% of British consumers have deliberately flouted retailers’ rules.
In response to this finding, Forter’s latest research highlights that many shoppers would avoid purchasing from companies they perceive as easy targets for abuse. Specifically, 18% of those surveyed stated they would never buy from such retailers again.
The report identifies several common tactics used by customers to bend the rules:
– Sending incorrect items back on purpose (6%)
– Purchasing in bulk to avoid delivery charges (22%)
– Creating a personal “try before you buy” service through bulk purchases and return privileges (21%)
– Leveraging flexible return policies to try on or wear expensive items they couldn’t otherwise afford (31%)
– Setting up multiple accounts with the same retailer for promotions and perks (12%)
Key Insights from Forter’s Report
The data suggests that many consumers believe retailers are to blame for making it too easy to abuse return policies. Around 58% of respondents think retailers enable multiple account creation to exploit promotional offers.
Much of the abuse stems from financial pressures, with a quarter (29%) of shoppers admitting they took advantage to avoid paying full price. As the cost-of-living crisis intensifies, more UK consumers are turning to lenient return policies for convenience and affordability, with 49% buying more from such retailers due to various financial concerns.
Meanwhile, rising inflation means a quarter of those surveyed (25%) cite higher costs as a factor. Additionally, over two-thirds (63%) rely on retailers’ promotions and free perks more now than before.
This presents a challenge for retailers: maintaining customer loyalty while mitigating business risks. Forter’s research shows that overly restrictive policies can harm businesses by driving customers away in search of easier deals and greater convenience.
