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People who return almost everything they buy online – BBC News


Returning a newly purchased item is easier than ever thanks to the internet. In fact, traders have an obligation to guarantee that right, but what about customers who are almost changing everything they usually buy?

The call "clothing wardrobe buyer" Buys things and returns things compulsory. It has been a customer profile that has increased in recent years and that creates a series of problems for some businesses that have difficulties.

Harriet Gordon meets that profile.

A 28-year-old is working in London, the United Kingdom, as a human resource consultant and recognizes that she only holds half the things she just bought online .

It usually does not spend around US $ 500 and me, but they return articles that were spent about US $ 250.

Most of the time it does so because the clothing does not match what is expected or because it does not have the color or font no fabric made with the page that convinced it to buy the product on the internet.

"You see models wearing things that look great," he says, but he keeps that They do not look the same when trying.

The fact that many of the shops you are buying offers to introduce homes to facilitate the process.

Test and disclosure

Despite working in a central and commercial area in London, Harriet Gordon says that she was much easier to buy online and thus avoid queues and stress from physical stores.

It's like what happened to Hester Grainger, a 41-year-old girl who bought Seven dresses for a wedding on the website Asos, one of the most popular online fashion stores online globally.

Hester Grainger
Hester Grainger says he's returning almost everything he's buying.

I knew we would not just wait to stay with one, but I wanted to make sure it was a good one.

It was not a specific case. When you need new Texans, Ask for five couples and then select one.

In total, he counts that he spends between $ 480 and $ 510 per month on clothes, but he returns so much what he or she usually does not spend more than $ 90 or $ 100.

"I spend hundreds of dollars on different items from different stores over a month, but they'll probably be around 80%," he told the BBC.

Hester, founder of Mumala Club, stage online For mothers, say your practice is buying he must do a short status.

It measures 1.5 meters high and it's hard to know if something will fit, and it often requires three sizes of the same item.

Girl with shopping bags
Some studies show that our heart accelerates when we buy.


Buyers such as Harriet and Hester are not unusual.

A recent study by the international credit card provider, Barclaycard, who analyzed almost half of debit and credit transactions in the United Kingdom, said that a quarter of retailers have seen that the number of earnings has grown over the last two years.

In the case of clothing and shoes stores, consumers return almost half of what they buy, according to the report.

Social networkshelps increase the trend: around 10% of buyers admit they are taking selfie for Instagram or Facebook presents a new article, and then return the purchase.

Geoff Beattie, a professor of psychology at Edge Hill University in England, says he is surprised that the number of earnings is not even higher.

His own research shows that our boats are accelerated when we buy that emotion for until we take the item at home and show it, it then disappears quickly and we We are eager to spend the money or the fact that we are not wearing that item of clothing. So we'll give it back, it's explaining.

"What's next next is the least exciting part of the whole process," he told the BBC.

Hester Grainger
Hester says that being short makes online buying clothes more difficult.

The increase in online shopping promotes this practice because "there is no guilt or shame" or the need to give too many explanations, says the expert.

In addition, large discounts, such as Black Friday or Monday, encourage what is called "banana shop", which tends to be more related to the follow-up of the buyer.

Problem for shops

Returning not only includes distribution costs, but also packaging and cleaning. Also, they are a waste of time.

If an item is not available it may be returned. And to avoid some shops have to ask for more than they expect to sell.

Another problem is fast-fashioned circle. Once the item is returned, it can be on sale which means that the store can no longer be sold at its original price.

That does some traders increase prices. According to Barclaycard, in the United Kingdom, a third of them do.

Amazon store
Amazon has problems with "wardrobe shoppers".

The fact that shops try all costs to ensure sales during sales have made it easier for customers to return items without paying additional service costs. Sometimes they even offer the option "try before paying".

Many will inevitably take advantage of the system.

But some businesses fight that. Internet Explorer Amazon, For example, it has started block customers who return too many things.

"We want everyone to use Amazon, but sometimes people are abusing our service for a long time," said a company spokesman at The Wall Street Journal.

Other companies follow its example.

Understand customers

However, Vicky Brock, a data and innovation director at eBound Returns, is a software management system for forms, saying that it is wrong to assume that the ones who are often returning are bad customers.

Brock argues that a small proportion of buyers produce most earnings, but that group includes the best and worst customers.

"Buyers have a bout on returning items repeatedly overlooking the value of each customer and reveals that the trader He does not understand the behavior of his clients well", he's telling the BBC.

Vicky Brock
Vicky Brock says that those who do not return their products are often bad customers.

There are data that show that the more orders that the buyers make over time, the smaller returns that they make by order.

The provision of better internet images and more accurate sizes in one of the ways in which stores can reduce the number of earnings, says experts.

There are some companies of companies like Uniqlo and Asos already Suggestions based on previous purchases and to information of the client's weight and height.

Another option is to direct personal marketing. For example, if a customer tends to stay in pants but always returns shoes, advertisements would become only the first.

Vicky Brock says that shops should run urgently as the trend increases.

Buyers such as Hester do not intend to change their behavior. "I'm sorry for the traders, they're involved in the problem because they offer free or cheap forms. They should better adjust the quantities"he explained.


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