The Rever platform has presented a detailed analysis of consumer habits and high return rates in the e-commerce sector during 2024. This study highlights that a notable 35% of returns initiated could be avoided, as many consumers opt to exchange the product or request a gift card instead of receiving a refund. Of the cases studied, 90% were related to product exchanges, while 10% involved requests for gift cards.
Among consumers who choose to exchange their products, 30% decide to purchase new items. This shift in mindset drives an interesting trend, as 40% of buyers select higher-value products in their new orders than what they initially purchased. This dynamic has resulted in a 40% increase in the revenue from these orders.
The founders of Rever emphasize that by strategically transforming the return process, not only is the customer experience improved, but what was traditionally seen as a sales loss becomes a business opportunity. This creates value for both consumers and the brands involved.
The fashion sector, particularly women’s fashion, is the most affected by returns due to factors like size variations and fit expectations. During high-demand periods, such as summer sales, the return rate can reach as high as 50%.
Rever underscores that brands focusing on facilitating quick and hassle-free exchanges not only reduce operational costs but also build loyalty among their customers and maximize their revenue. In this context, transforming a return into a new sale has become a crucial competitive advantage for any e-commerce aiming for sustainable growth.
Referrer: MiMub in Spanish
