In foreign business, the return rates are lower than in Germany. This is the result of a study by the Association of German Chambers of Industry and Commerce (DIHK) and the research institute Ibi Research at the University of Regensburg. According to the study, the retailers surveyed in Germany state an average return rate for Germany of over six percent. The average returns rate for foreign business is 3.8 per cent. Austria, the Netherlands, Switzerland, Great Britain and France have a rate of returns of between 5.6 percent and 3.4 percent. The remaining countries account for 3 percent (USA) and 2.9 percent (China and Italy).

The study makes no distinction between industries and the sale of B2C and B2B. In the retail and clothing trade, the rates are somewhat higher when viewed in isolation. However, for the overall international comparison, the study deliberately forms an average value – across all product groups and sales forms – in online trade.

Other countries, other payment preferences. From this it can be concluded that the method of payment for goods ordered online has an impact on the rate of returns. In France and Italy, for example, “ordering on account” is completely unknown. In France, customers pay for their purchases directly by direct debit, credit card or PayPal. Many French online merchants even ship the goods only after advance payment. Other possible explanations for lower quotas in the foreign business of German retailers include the fact that in many European countries it is not common practice to return products without further ado or free of charge. The situation is completely different in Germany – here, customers expect a free return. In most of the countries surveyed, the return is generally subject to a charge at the customer’s expense.

“For the retailer and the environment, returns are by no means free of charge, even in Germany. This makes it all the more important that the processes in returns management are further optimised to avoid unnecessary returns. The costs and environmental impact of unavoidable returns must also be further reduced. The Returns Compendium should also make an important contribution to this by bundling knowledge and making it available to all those involved,” says Alien Mulyk, project manager for the “Returns Compendium” at the BEVH.