Behind the scenes
Half of Europe’s shoppers make secret purchases
by Alex Hämmerli
Snappier than the Swiss, less stingy than the Germans – how Austrians feel about returns
23.2.2022
Translation: Jessica Johnson-Ferguson
Seven in ten Austrians aren’t prepared to pay for returns in online retail. However, just under one in six would be willing to cover the actual costs borne by the online retailer. What’s more, online shoppers in Austria are faster at returning items: six in ten would be happy with a 10- to 14-day return period. These were just some of the things revealed by a representative survey conducted by market research institute GfK on behalf of Digitec Galaxus.
Galaxus wanted to find out how shoppers in Austria, Germany and Switzerland feel about the returns service in online retail. In a representative GfK survey, more than 2,000 people from the DACH countries shared their opinions on the subject.
Pain barrier at three euros
So how much would customers be willing to pay for an item they want to return? For 27% of respondents, the pain barrier is at three euros. For 11%, it’s at six euros. 15 in 100 people would be willing to cover the actual costs incurred by the online retailer for returns. In Germany, 13% would agree to this, in Switzerland, 19% would be prepared to do so.
10- to 14-day return period?
When it comes to the return period, the Alpine countries are on the same page: 98% of online shoppers in Austria are happy with a 30-day return period. The numbers are similar in the neighbouring countries. In Austria, more than 60% would also be OK with a 10- to 14-day right of right of return. This makes Austrian consumers the snappiest: if they like it, they keep it. If not, they send it back in a flash.
By the way, returns are free of charge at Galaxus in Germany and Austria. What are your experiences with returning items? Is free return shipping important to you? How often do you return products you’ve ordered? Thanks for letting us know in the comments!
Graphics made with Flourish.
Stephan Kurmann
Senior Communications Manager
Stephan.Kurmann@digitecgalaxus.chStudies claim that we have a shorter attention span than goldfish. Ouch! My job is to get your attention as often and for as long as possible. How? With content you enjoy. Outside of the office, you’ll find me on the tennis court, curled up with a book, Netflixing or travelling.
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