網(wǎng)購催生“連環(huán)退貨族”？

Serial returner refers to someone who regularly orders more than they need and sends some of the items back. Three in ten shoppers (30 percent) deliberately over-purchase and subsequently return unwanted items, with one in five (19 percent) admitting to ordering multiple versions of the same item to make up their mind at home – safe in the knowledge they can choose from the ever-growing number of ways to quickly and easily send items back.

“連環(huán)退貨族”指網(wǎng)購族中有一部分下單買很多自己不需要的東西，然后把其中一部分再退回去的人。有30%的人會故意多買，然后把不想要的東西退回去，19%的人承認(rèn)會購買同一商品的多個版本，以便于他們在家收到貨以后做出決定，因為他們知道現(xiàn)在有很多途徑可以讓他們便捷地把商品退回去。

Shoppers have also come to expect good value regardless of whether they’re making a purchase or a return. Six in ten (58 percent) say a retailer’s returns policy impacts their decision to make a purchase online, and almost half (47 percent) of these would not order an item if they had to fund the cost of sending it back from their own pocket.

買家都會在購買和退貨的過程中期待比較劃算的方式。58%的人表示，賣家的退貨政策會影響他們的在線購物決定，其中有47%的買家表示如果退貨時需要自己出運(yùn)費(fèi)，他們就不會下單。

A significant proportion (57 percent) of retailers say that dealing with returns has a negative impact on the day-to-day running of their business, leaving many with no choice but to find another way to recover the cost incurred. A third (33 percent) of online retailers offer free returns but offset the balance by charging for delivery, while one in five (20 percent) increase the price of items to cover the cost of returns.

57%的賣家表示處理退貨對他們的日常經(jīng)營帶來負(fù)面影響，他們只好另尋他法來彌補(bǔ)退貨過程中產(chǎn)生的費(fèi)用。33%的網(wǎng)絡(luò)賣家會提供免費(fèi)退貨，但要收取運(yùn)費(fèi)，另有20%的賣家會給商品提價來平衡退貨成本。

Serial returners said they would send back fewer purchases if businesses were to standardise clothing and shoe sizes (chosen by 38 percent of shoppers), which can vary between and even within retailers.

“連環(huán)退貨族”則表示，如果商家能夠?qū)⒁路托咏y(tǒng)一成標(biāo)準(zhǔn)尺寸，他們的退貨次數(shù)就會減少。目前，各個賣家甚至同一個賣家的商品尺寸都不統(tǒng)一。

One in five (18 percent) said a better in-store experience, such as shortened queues for clothing store fitting rooms so they can try on sizes without the wait, would also reduce the number of returns they make. The same proportion would like retailers to introduce technology to help them better visualise an item when shopping online, such as the ability to ‘try on’ clothing after uploading an image of themselves.

18%的買家表示，如果在服裝店的購物體驗?zāi)軌蛱嵘?，比如，試衣間的等候時間縮短，讓他們無需等候就能試穿，也能減少他們的退貨頻率。同樣有近五分之一的買家希望在線賣家能夠提供一些讓他們的購物體驗更加視覺化的技術(shù)，比如，上傳自己的照片后就能在線“試穿”衣服。