Comments on: Holiday ‘09: Consumers want free returns shipping offers — why don’t retailers offer more of them? http://blog.shop.org/2009/11/18/holiday-09-consumers-want-free-returns-shipping-offers-why-dont-retailers-offer-more-of-them/ This blog is for the members of Shop.org Mon, 08 Mar 2010 15:21:36 +0000 http://wordpress.org/?v=2.9.2 hourly 1 By: Kevin Ertell http://blog.shop.org/2009/11/18/holiday-09-consumers-want-free-returns-shipping-offers-why-dont-retailers-offer-more-of-them/comment-page-1/#comment-224492 Kevin Ertell Thu, 19 Nov 2009 15:16:52 +0000 http://blog.shop.org/?p=2606#comment-224492 This is definitely a good debate, Fiona. I recently wrote about the prizes and perils of free shipping in my blog (http://www.retailshakennotstirred.com/retail-shaken-not-stirred/2009/11/the-prizes-and-perils-of-free-shipping.html). In general, I think each of us needs to think strategically about how any type of free shipping fits into our business models (or potentially we need to change our business models to accommodate customer demand for free shipping). Free shipping is a powerful offer today, but my worry is that we get too reactionary in our offerings and make free shipping both ways an absolute expectation of customers. If we get to that point, we could potentially lose all the upside and be left just with significant costs. This is definitely a good debate, Fiona. I recently wrote about the prizes and perils of free shipping in my blog (http://www.retailshakennotstirred.com/retail-shaken-not-stirred/2009/11/the-prizes-and-perils-of-free-shipping.html).

In general, I think each of us needs to think strategically about how any type of free shipping fits into our business models (or potentially we need to change our business models to accommodate customer demand for free shipping). Free shipping is a powerful offer today, but my worry is that we get too reactionary in our offerings and make free shipping both ways an absolute expectation of customers. If we get to that point, we could potentially lose all the upside and be left just with significant costs.

]]> By: Paul Donohoe http://blog.shop.org/2009/11/18/holiday-09-consumers-want-free-returns-shipping-offers-why-dont-retailers-offer-more-of-them/comment-page-1/#comment-224475 Paul Donohoe Thu, 19 Nov 2009 13:35:11 +0000 http://blog.shop.org/?p=2606#comment-224475 One more thing - if the total purchase price is more than the bricks and mortar store - I will drive to the store and buy it at the counter - regardless of free shipping. One more thing – if the total purchase price is more than the bricks and mortar store – I will drive to the store and buy it at the counter – regardless of free shipping.

]]> By: Paul Donohoe http://blog.shop.org/2009/11/18/holiday-09-consumers-want-free-returns-shipping-offers-why-dont-retailers-offer-more-of-them/comment-page-1/#comment-224474 Paul Donohoe Thu, 19 Nov 2009 13:32:53 +0000 http://blog.shop.org/?p=2606#comment-224474 When buying clothes/shoes I prefer a store that includes return shipping. When buying books or DVD, its not relevant. Ultimately its the total purchase price (including item, shipping and return shipping) that is sensitive for me. If a company charges me $20 shipping and $10 return shipping, I will pay for it - if the total price of the purchase is the same or less than a competitor that is offering so called "free" shipping. When buying clothes/shoes I prefer a store that includes return shipping. When buying books or DVD, its not relevant. Ultimately its the total purchase price (including item, shipping and return shipping) that is sensitive for me. If a company charges me $20 shipping and $10 return shipping, I will pay for it – if the total price of the purchase is the same or less than a competitor that is offering so called “free” shipping.

]]> By: Per Olsson http://blog.shop.org/2009/11/18/holiday-09-consumers-want-free-returns-shipping-offers-why-dont-retailers-offer-more-of-them/comment-page-1/#comment-224343 Per Olsson Wed, 18 Nov 2009 12:04:31 +0000 http://blog.shop.org/?p=2606#comment-224343 Free return offer is better than free outbound freight because the economic risc is lower and companies do need to make money Free return offer is better than free outbound freight because the economic risc is lower and companies do need to make money

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