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As the survey on online retailing shows: low-earners are less likely to return products

23.2.2022

Translation: Patrik Stainbrook

Germans take considerably more time with their returns than Austrian and Swiss customers. Austrians are willing to pay more money for returns than Germans. Finally, Swiss users are more likely to order several sizes and products with the intention of returning some. All this and more has been found in a representative GfK study commissioned by online retailer Galaxus, surveying more than 2,000 people in German-speaking areas.

The new survey doesn’t just reveal differences between nations and genders. It also shows that German low-income earners handle returns more responsibly than residents from higher-income households.

Germans need more time than Swiss or Austrian users

According to the survey, German online shoppers want to take more time for returns than customers from Austria and Switzerland. Around half of all German users (49.4 per cent) expect online retailers to allow up to 30 days for a return. In Switzerland, only 44.8 per cent of participants need this much time, only 36.6 per cent in Austria. 61.8 per cent of Austrians are satisfied with ten to 14 days.

What should returns cost?

73 per cent of Germans and just under 70 per cent of Austrian and Swiss residents expect returns to be free of charge. With notable differences between women and men. Take Germany: 78.3 per cent of women want free returns, but this only concerns 67.7 per cent of men.

But this doesn’t mean free returns are required for online retailers. Just under 40 per cent of Germans would also pay three to six euros for a return. And 13 out of one hundred Germans think a return should cost exactly as much money as it actually costs the online retailer. The same goes for 15 per cent of Austrian and as many as 19 per cent of Swiss users. Older individuals amongst the latter group (50-74 years old) are particularly in favour. Around one in three (32.1 per cent) agree, but only around 15 per cent of users under 30.

"Not all e-commerce works the same, it operates differently in Switzerland than in Germany, and even within the EU there are gradations in each respective country," says Michael Stolle, Managing Director at Galaxus Germany. "You can see this when it comes to returns, which cost most Swiss retailers a fee, but not German ones. Accordingly, responses from participants vary and must always be seen in the context of their respective market conditions. At Galaxus, however, we try to notify customers in all countries well in advance that returns generally remain the exception. Our extensive product details and filters help, as do tests and guides in our magazine, or the community, which answers each other’s questions regarding products." The returns rate at digitec Galaxus is in the low single digits.

Do free returns also lead to more purchases?

24 per cent of Germans say: yes, I order more often when returns are free. Almost half welcome free returns, but don’t order more because of them. Just under a fifth of all respondents think that returns should be free of charge if they want to try on products, such as items of clothing. Nine per cent of Germans say that returns should always be subject to a charge. In Switzerland, this is the case for just under 16 per cent.

Incidentally, Swiss people would shop online significantly more often if returns were free of charge. 36.2 per cent confirm this, but only around 20 per cent of Austrians and Germans agree.

High-earners send back products more often than less wealthy customers

Just under two thirds of German users answered "No" to the question: "Do you sometimes order several products online knowing that you’ll be returning some of them?" This means that more than a third of online shoppers order goods without intending to keep them. 28 per cent of respondents deliberately order too much "occasionally," and 8 per cent even do so "often" – apparently more of a women’s issue, as 12.3 per cent of them confirm the above statement, but only 3.5 per cent of men. Childcare may also play a role, as only 6 per cent of households without children order more products as a precaution, while 13 per cent of households with children do so.

Let’s take a look at net household income: 44 per cent of low-income Germans earning less than an average of 1,000 euros per month "definitely don’t" order products knowing they’re likely to send them back. By contrast, only 28.5 per cent of respondents from households with net incomes between 2,000 and 3,000 euros say they definitely don’t do this. With users making between 3,000 and 4,000 euros per month, this figure shrinks to only 25.1 per cent. According to the survey, low-income earners are more responsible with returns than middle-income households. The trend is only evident in Germany, not in Austria or Switzerland.

Returns are free of charge for Galaxus in Germany and Austria by the way. What are your experiences with returning items? Do extra costs bother you, how often do you return products? Thanks for letting us know in the comments!

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Daniel Borchers

Senior Communications Manager

Daniel.Borchers@galaxus.de

A soft spot for good series, loud music, science fiction and (second division) football. As PR Manager, I am available to answer journalists' questions about Galaxus and honest e-commerce.

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