ParcelHero, the leading courier price comparison site, has conducted a survey that revealed that at least 200 e-commerce businesses don’t expect to survive the massive growth in returns this year. Traders said that they were often pressured into paying the cost of returns even for unwanted items if they wanted to keep the 5-star ratings.

UK consumers are aware of their right to return any unwanted items, under the Consumer Contracts Regulations 14-day cooling off period. However, they expect the same free returns that apply to damaged items to be given on unwanted items, which causes troubles for many online stores.

“Over the years we have often fought for consumers being led a merry dance over returned items by grudging retailers. But now things seem to be swinging too far the other way, threatening many of our favourite online indie stores,” said ParcelHero’s Head of Consumer Research, David Jinks MILT.

Big online retailers, such as Amazon, are not affected as much as the small traders. For them, “it’s important to know what they do and don’t have to offer when it comes to accepting returned goods”, said David. “The final nail in the coffin for small online retailers may be that 8% of shoppers now admit to returning items several times a month! And customers pushing the boundaries of the latest regulations mean it is difficult for retailers to prevent ‘wardrobing’: using an item once for a specific purpose and then returning it.”

To help small traders, ParceHero has introduced a new guide for sellers, spelling out what their own rights are. It explains the difference between the Consumer Contracts Regulations and the Consumer Rights Act; what sellers should do when an item is returned in less than a perfect condition; the right to offer a voucher instead of a full return and many more.

‘Dealing with Customer Returns’ is available for free download here: https://www.parcelhero.com/blog/marketplace/business-guide-handling-returns.ParcelHero Helps Small Traders