A new survey has found that nearly one in three Australian online shoppers are unhappy with the process of returning items or seeking refunds when packages are lost or damaged during delivery.
A new survey commissioned by transport and logistics insurance provider NTI revealed just how common these issues are. According to the survey, 69% of Australians have experienced a lost or damaged delivery, with that number rising to 79% among Millennials.
Bert Webster, NTI’s national development manager for distribution and spokesperson for Parcel Protect, said that January is typically a busy period for returns, with many shoppers sending back unwanted Christmas gifts or sales purchases.
“Returns, refunds, or replacements are also underway for packages which were damaged or lost
during delivery. Our national consumer survey found around two-thirds of Australians have
experienced this in the past with that number jumping to 79% of shoppers in the Millennial
age group, so the problem is significant,” Webster said.
Resolution time was a key point of frustration for many shoppers. Some 39% said it took longer than two weeks to sort out the issue, while 11% were still waiting for an outcome at the time of the survey.
Uncertainty about who is responsible for resolving delivery issues further complicates the process. The survey found that the majority (61%) of affected shoppers contacted the retailer first, but nearly a quarter (22%) were redirected between the retailer and the courier without a clear resolution.
“It can be annoying and upsetting when this happens. Not only do you want the item you’ve
purchased, but there’s the financial implication too,” Webster said, noting that the average value of lost or damaged packages was $110.
The survey also found that a shopper’s experience with returns and refunds can affect their future purchasing decisions. While 10% of shoppers said a positive resolution would lead them to recommend a retailer, that number jumped to 25% among Gen Z consumers.
In addition, 78% of respondents said they would be more likely to buy from retailers that offer shipping insurance to protect against lost, damaged, or stolen goods.
“There’s great opportunity for word-of-mouth recommendations for retailers who handle lost or
damaged parcels well,” Webster said.