According to a Bitkom survey, every seventh online order is returned

A survey by Bitkom Research shows: 15 percent of online-ordered goods are returned. Returns are a burden for nearly every second online retailer. Two-thirds believe that digital technologies, such as virtually trying on clothes or projecting furniture into the living room, can reduce the number of returns.

(Berlin) They create more packaging waste, additional costs, and burden the environment: returns in online shopping. According to online shop operators, 15 percent of online-ordered goods are returned. For almost every second online retailer (44 percent), returns have reached such a level that they burden the business. 51 percent report rising costs due to returns. This is shown by a representative survey commissioned by the digital association Bitkom among more than 500 retail companies in Germany, including 203 retailers who sell partially or exclusively online.

Analyzing return causes with AI

The online business has become an important pillar for many retailers, especially during the Corona times. Dealing with returns is a major challenge. “For online retailers, returns mean a loss of revenue on one hand and additional personnel and process costs on the other. For the environment, returns lead to more CO2 emissions due to additional delivery routes and more packaging waste,” says Bitkom CEO Dr. Bernhard Rohleder. “With the help of digital technologies such as AI, big data, or virtual reality, purchasing decisions can be made more reliably.” For example, clothes can be tried on virtually, and furniture can be projected into the living room. Additionally, retailers can analyze the causes of returns precisely with AI. This reduces the likelihood of a return. The majority of online retailers have already recognized this benefit of digitization: two-thirds (65 percent) say according to the Bitkom survey that digital technologies can help reduce the number of returns.

Note on methodology

The basis of the information is a survey conducted by Bitkom Research on behalf of the digital association Bitkom. A total of 505 retailers – both online and offline – from wholesale and retail in Germany were surveyed by phone. The survey is representative.

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Graphic: © Bitkom