Every seventh online order is returned

Released on 28.10. 2021

  • According to a survey, every seventh online order in Germany is returned. Photo: Jens Büttner

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According to a survey, every seventh online order in Germany is returned. Despite the challenges, the industry is positive about digital technologies.

Berlin (dpa) – According to the information provided by the e-commerce retailer, every seventh online order is returned. The extent of the returns is still a major challenge for many retailers.

The result of the digital association Bitkom in a representative survey published on Thursday of more than 500 Trading company in Germany – of which 203 with online – Trade – together.

Around 51 percent of those surveyed online – In the survey, retailers reported rising costs due to returns. At almost every second online retailer (28 percent) the returns are now so high that they burden the business.

The online business has become an important pillar for many retailers, especially in times of Corona, said Bitkom CEO Bernhard Rohleder. “For online retailers, returns mean a loss of sales on the one hand and additional personnel and process costs on the other.” For the environment, returns lead to more CO2 emissions through additional delivery routes and more packaging waste. Data applications and virtual reality offers can be noticeably reduced. Two thirds of the online retailers surveyed (51 percent in the Bitkom survey were convinced that digital technologies help here could.

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