The Revolutionary Returns Race

June 9, 2017

This quarter we've completely spun the returns race on its head by throwing an extra 66 brands in the mix, hitting a total of 207 global names. Not only this, but for the first time in this series, we have also measured each brands UK returns proposition, to see if this has had a knock-on affect on the overall results.

The Revolutionary Returns Race Returns Race Refresher

As a reminder, we completed a whole years worth of research last year across four quarters measuring each brand against seven key areas in the customer online return journey. These areas include how long it takes to locate the returns policy, right through to how long the refund takes to be credited to the customers account.

A Revolutionary Race

We've taken Q1 a little further this year by including big global brands as well as highlighting their returns process in the UK.

It is evident from our results that the UK returns space is much more sophisticated than any abroad, as we found a clear variety in choice within each method. For example, a Returns Race 'Leader' and ReBOUND client; ASOS customers can choose to either have their parcel(s) collected by a Hermes Courier, or they can choose between dropping their item(s) off at five PUDO’s in the UK - AsdaToYou, Collect+, Doddle, PassMyParcel or Hermes Parcel-shop.