Share of e-commerce businesses offering free returns in France 2020

Do customers have to pay to return goods?

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Release date

October 2020

Region

France

Survey time period

June to August 2020

Number of respondents

100*

Special properties

Post-purchase operations from 100 e-merchants**

Supplementary notes

The question was phrased by the source as follows: "Coƻts des retours ?".

* The source adds the following information: "Test orders were carried out at 100 of the 145 largest e-merchants in France (source: e-commerce Nation). 45 stores could not be included in the analysis due to their product line, commercial business model or an impossibility of delivery due to Covid-19.
Some, whose practices strayed too far from logistics services standard, have also been excluded in order not to distort the results of the study (sellers of bulky spare auto parts, for example).
The sellers of dematerialized products, in the absence of a delivery process were also excluded. In the case of Marketplaces, we only took into account the products sent directly by the Marketplace itself for more consistency and excluded those which did not take charge of any delivery.
In order to make orders as comparable as possible, we ordered low-value products, which were delivered by a carrier. However, we made sure to reach the minimum order value to get free shipping when it was possible.
We have also had all orders delivered to the address of our Paris office. As a result, the delivery was successful in almost every case from the first attempt."

** The source adds the following information: "For 3 businesses it was impossible to join the customer service and hence to send back the products. In one further case, the online retailer offered that we kept the product and refunded us. We did not have to send the product back."

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