The news: Zara this month began charging UK shoppers a £1.95 fee to return online orders, with the cost deducted from their refund, per The Industry.fashion.
More on this: Zara’s push to give shoppers reason to pause before returning an item is aimed at helping preserve the retailer’s margins.
Analyst perspective: Zara’s move will likely put people off, particularly given that it can be difficult to purchase clothing online, said Patty Soltis, eMarketer principal analyst at Insider Intelligence.
Keeping shoppers satisfied: Retailers can find an advantage by providing a simple, streamlined returns process, or help facilitate an exchange to preserve the sale. A number of retailers and vendors are experimenting with various ways to do so, including:
The big takeaway: Returns are an inevitable part of ecommerce, particularly for apparel retailers given the importance of fit.
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