网购催生“连环退货族”？

Serial returner refers to someone who regularly orders more than they need and sends some of the items back. Three in ten shoppers (30 percent) deliberately over-purchase and subsequently return unwanted items, with one in five (19 percent) admitting to ordering multiple versions of the same item to make up their mind at home – safe in the knowledge they can choose from the ever-growing number of ways to quickly and easily send items back.

“连环退货族”指网购族中有一部分下单买很多自己不需要的东西，然后把其中一部分再退回去的人。有30%的人会故意多买，然后把不想要的东西退回去，19%的人承认会购买同一商品的多个版本，以便于他们在家收到货以后做出决定，因为他们知道现在有很多途径可以让他们便捷地把商品退回去。

Shoppers have also come to expect good value regardless of whether they’re making a purchase or a return. Six in ten (58 percent) say a retailer’s returns policy impacts their decision to make a purchase online, and almost half (47 percent) of these would not order an item if they had to fund the cost of sending it back from their own pocket.

买家都会在购买和退货的过程中期待比较划算的方式。58%的人表示，卖家的退货政策会影响他们的在线购物决定，其中有47%的买家表示如果退货时需要自己出运费，他们就不会下单。

A significant proportion (57 percent) of retailers say that dealing with returns has a negative impact on the day-to-day running of their business, leaving many with no choice but to find another way to recover the cost incurred. A third (33 percent) of online retailers offer free returns but offset the balance by charging for delivery, while one in five (20 percent) increase the price of items to cover the cost of returns.

57%的卖家表示处理退货对他们的日常经营带来负面影响，他们只好另寻他法来弥补退货过程中产生的费用。33%的网络卖家会提供免费退货，但要收取运费，另有20%的卖家会给商品提价来平衡退货成本。

Serial returners said they would send back fewer purchases if businesses were to standardise clothing and shoe sizes (chosen by 38 percent of shoppers), which can vary between and even within retailers.

“连环退货族”则表示，如果商家能够将衣服和鞋子统一成标准尺寸，他们的退货次数就会减少。目前，各个卖家甚至同一个卖家的商品尺寸都不统一。

One in five (18 percent) said a better in-store experience, such as shortened queues for clothing store fitting rooms so they can try on sizes without the wait, would also reduce the number of returns they make. The same proportion would like retailers to introduce technology to help them better visualise an item when shopping online, such as the ability to ‘try on’ clothing after uploading an image of themselves.

18%的买家表示，如果在服装店的购物体验能够提升，比如，试衣间的等候时间缩短，让他们无需等候就能试穿，也能减少他们的退货频率。同样有近五分之一的买家希望在线卖家能够提供一些让他们的购物体验更加视觉化的技术，比如，上传自己的照片后就能在线“试穿”衣服。