BRIDGING THE CULTURAL GAP HOW DO CULTURAL DIFFERENCES AFFECT THE RETURNS PROCESS? Selling around the world can open up huge potential for retailers. But a global market also requires a well-structured global returns system to effectively deal with these diverse international returns policies – from free returns shipping to a 90 days refund period. For retailers looking to expand globally, it’s more important than ever to work with a fulﬁlment partner who understands these cultural gaps, so you can deliver a consistent service across the globe. www.sekologistics.com The average return rate for a 1kg package in Australia is AUD $10.00 1KG $10 Some New Zealand retailers offer a ‘Try before you buy’ cash approval system, where customers can take goods home for 24 hours without committing to the purchase. In Asia, it is customary for customers to cover the cost of returns rather than retailers. Customers in China have a 7 day period in which to return any goods bought online, by phone, mail or television for a full refund without having to specify a reason. 7 In Russia, customers have 15 days to return any items they are dissatisﬁed with for a refund or exchange. 15 Under the Distance Selling Regulations, EU customers can return an item bought online for a refund up to 7 working days after the date it was delivered. In Germany, 53% of online shoppers require free returns on their purchases. PWC Total Retail 2014 In the UK 43%of all fashion returns are due to the wrong sizing. Fits.me via Retail Technology XL German fashion retailers have a 50% returns rate. PWC Total Retail 2014 50% In Brazil, customers can request a refund or replacement for non-durable goods within 30 days, and for durable goods within 90 days. 90 1/3 of all online transactions in the US are eventually returned. Wall Street Journal 1/3 In Canada, stores are not required to refund, replace or exchange goods unless they have a defect, and returns periods range from 14 days to 90 days. Most American retailers offer a 30 day no quibble refund policy, but are only legally required to provide a refund for faulty goods. 30

Bridging The Cultural Gap. How do Cultural Differences Affect The Returns Process?

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Page 1: Bridging The Cultural Gap. How do Cultural Differences Affect The Returns Process?

For retailers looking to expand globally, it’s more important than ever to work with a fulfilment partner who understands these cultural gaps, so you can deliver a consistent service across the globe.

www.sekologistics.com

The average return rate for a 1kg package in Australia is AUD $10.00

1KG $10

Some New Zealand retailers offer a ‘Try before you buy’ cash approval system, where customers can take goods home for 24 hours without committing to the purchase.

In Asia, it is customary for customers to cover the cost of returns rather than retailers.

Customers in China have a 7 day period in which to return any goods bought online, by phone, mail or television for a full refund without having to specify a reason.

In Russia, customers have 15 days to return any items they are dissatisfied with for a refund or exchange.15

Under the Distance Selling Regulations, EU customers can return an item bought online for a refund up to 7 working days after the date it was delivered.

In Germany, 53% of online shoppers require free returns on their purchases.PWC Total Retail 2014

In the UK 43%of all fashion returns are due to the wrong sizing.Fits.me via Retail Technology

German fashion retailers have a 50% returns rate.PWC Total Retail 2014

50%

In Brazil, customers can request a refund or replacement for non-durable goods within 30 days, and for durable goods within 90 days.

1/3 of all online transactions in the US are eventually returned.Wall Street Journal

1/3

In Canada, stores are not required to refund, replace or exchange goods unless they have a defect, and returns periods range from 14 days to 90 days.

Most American retailers offer a 30 day no quibble refund policy, but are only legally required to provide a refund for faulty goods.