6 On Your Side Answers: Why do online retailers only pay for ret

6 On Your Side Answers: Why do online retailers only pay for return shipping in certain situations?


6 On Your Side Consumer Investigator

KNOXVILLE (WATE) - With everyone leading busy lives, it's become a lot easier for many people to shop online. But customer loyalty is often achieved through a positive return experience.

Cathy from Talbott asked: "I notice many online companies will pay online shipping costs only if you charge over a certain amount. Why is that?"

We found out some interesting findings about online shopping. While free shipping for online shopping has become pretty standard, what happens if you want to return an item?

A New York marketing group says odds are you are going to have to pay the return postage fee if you don't like the item.

The survey results show only about 10 percent of the top 500 online retailers offer free return shipping. The reason is increasing transportation costs.

Information gathered on this issue shows that 95 percent of people polled say they would become repeat customers after having a positive return experience.

Four out of five online shoppers, or 80 percent, say they would complete a purchase if free return shipping were offered.

Sixty-six percent of shoppers report they review the return policy before making a purchase decision. Do you do that?

The giant L.L. Bean company offers both services, free delivery and free return, and apparently it is paying off. Their web sales in 2012 increased 7.5 percent from the year before.

The number five retailer took in more than $1 billion in web sales two years ago.

Do you make your online shopping decisions based on the company's return shipping policy?

You can see Don Dare's 6 On Your Side Answers every Tuesday and Thursday on 6 News at 4:00.

If you have a question you can send Don an email at ddare@wate.com or call his 6 On Your Side hotline at (865) 633-5974.

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