How do sustainable initiatives for returns impact on consumer experience?

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Business Reporter: ‘How does the Sustainable for Returns Initiative impact the consumer experience?’

Cyclone is a Business Reporter client.

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Sustainability and convenience are not usually lumped together when it comes to ecommerce operations and activities. With the modern consumer now about convenient features such as free and fast delivery and ideally returning returns, brands that do not offer this may lose out to competitors in the race to secure customer loyalty and return spend.

Such features, as well as others such as the ‘pay later’ option, do not encourage a green approach to commerce as they operate at higher order volumes, resulting in increased return volume as well. If a brand’s return flow is not optimized in a sustainable manner, processing these returns will require more packaging, production, and transportation—all of which take more resources, whether it’s materials or energy, to be processed. Otherwise it could have been avoided.


Fortunately for both brands and their consumers, convenience does not always have to be compromised within a sustainable reverse logistics model. Not only can these desired features be maintained through localized operations and data-driven decision-making, but our studies have also shown that customers worldwide are willing to compromise on these features if their returns are exceeded. Can be processed in an environmentally conscious way. This highlights that sustainable initiatives really do benefit the consumer experience.

In Cyclone’s Global Market Study on Consumer Return BehaviorWe collected over 3,800 responses from online buyers located in 12 countries. We found that in most regions, nearly three out of four respondents indicated that they would be willing to wait longer for a refund if their return is handled permanently. Additionally, one in two of those surveyed also indicated that although free returns are valuable, they would be willing to pay for their return to be handled responsibly. In Europe, this value was 73 percent of those who inquired, and in North America, 75 percent of the total. This is an interesting insight as it shows that, although convenient features are highly sought after by consumers, sustainability is fast becoming a major demand. This is an expectation and responsibility that will only increase in the years to come as all sectors of society become more aware of the need for green practices in everyday life. If concessions are needed for the facility to secure a green return flow, it seems likely that most customers will accept them. Given that concessions are not always required, offering more sustainable returns will only enhance the customer experience in the long run.

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To learn how Cyclone can support your brand with lasting returns, go here

originally published on business reporter

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