One in four shoppers avoids buying from international retailers due to returns concerns, according to new research. But while 27% of global respondents would pay for a membership or subscription if it means they can return their purchases for free, just 15% of UK shoppers would be willing to pay a membership fee. That’s according to a report called ‘Shipping and Returns: Leveraging Logistics to Unlock Global Loyalty’ by digital and mail solutions company Asendia and direct e-commerce firm ESW.
The original research among more than 18,000 shoppers in 18 countries showed India (76%), UAE (67%), and South Korea (61%) were most willing to accept returns charges.
Although just 27% globally would be willing pay return shipping charges, nearly half of shoppers are willing to purchase products even if there is a nominal returns charge while Gen Z shoppers (58%) are nearly twice as likely as Baby Boomers (34%) to accept returns fees.
Importantly, 27% of consumers are more likely to shop cross-border if all import charges, taxes and duties are disclosed, while some 40% of shoppers are willing to wait up to a week for international purchases to be delivered.
Helen Scurfield, CEO Global Returns at Asendia, said: “In today’s global marketplace, a robust cross-border returns strategy isn’t just another box to tick, it’s a strategic imperative. Prioritising a seamless, customer-centric return process enhances satisfaction, builds trust and ultimately fuels long-term success. Each market is a unique ecosystem, with distinct customer behaviours and preferences.”
Nick Cranney, Global Logistics & Returns at ESW, added: “By removing the friction from cross-border returns brands can open routes to both higher spending shoppers and new customer cohorts.
“But global reverse logistics are complex and managing them requires considerable expertise.”
