Online Retailer
However, you need to factor in a lack of physical experience. Scientists believe that touch - whether person to person or person to object - stimulates the pressure receptors on the skin and releases oxytocin, a hormone that enhances feelings of trust and attachment while also reducing stress. So while an online store is quicker and simpler to set up, this lack of physical experience and ability to 'try before buy' can drive significant return rates at least 30% of all products ordered online are returned as compared to 8.89% in brick-and-mortar stores... 20% of returns are from a defective/damaged products“ - Invesp Consulting (www.invespcro.com) To address this challenge of trust and reducing returns, one area which can be positively impacted is the % of returns due to poor quality, which can account for 1/5 of all returns experienced in an online store. A quality intervention program at each shipment drives trust in your brand resulting in repeat orders and recommendations.
