Research

German E-commerce returns study 2022

Research

German E-commerce returns study 2022

This study provides exclusive insights into what online shoppers want when it comes to returns and what services the top 100 retailers in Germany offer.

Content of the study

German online retailing is characterized by free returns like no other

Is that still in keeping with the times? This study provides exclusive insights into what online shoppers want when it comes to returns and what services the top 100 retailers in Germany offer.

14 questions to 2,200 online shoppers about returns
100 test orders from online stores & analysis of shipping, delivery and returns
Segmentation of returns behavior by age group
7 advantages of returns portals

Key findings

90 retailers do not charge fees for returns

Only 36% of respondents generally reject returns for which a fee is charged

34% accept vouchers, with immediate refund of the value of the goods

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