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German DTC Returns Report 2021

How well do DTC brands in Germany currently manage their returns?

In e-commerce, returns are the order of the day. In this report, we show how Operations Experience Management can improve the returns process and thus contribute to stronger customer loyalty and more sales. You will also find interesting facts and figures on how DTC brands in Germany currently handle their returns.

Key findings

More than half (59%) of the brands we studied generally charge for returns.

For 53% of DTC brands, customers have to take care of the return label themselves.

Of the retailers who are in contact with the customer by e-mail, one third do not respond for more than a week