📦 Potential End to Free Returns?
Asos has sparked speculation by sending an email to customers about changes to its "Fair Use Policy in relation to returns". This move could mean an end to free returns for some UK customers, similar to changes made in the US last year, where a $4.99 return fee was introduced for those deemed to have unsustainable shopping habits.
💼 Premier Customers Retain Perks
While regular customers may face policy changes, Premier Asos customers were reassured they would continue to enjoy perks like free returns and next-day delivery on orders over £15. This has led to speculation that only a "small group of customers" will be affected by the new policy.
🔍 Impact on Serial Refunders
Asos's potential policy change seems to target "serial refunders", those who frequently return items, a strategy already adopted by PrettyLittleThing and Oh Polly. These policies aim to reduce the financial losses from returns, which reportedly cost UK retailers £5.2B annually, according to SumUp.
🛍️ Customer Reactions Awaited
Whether this change will affect Asos's popularity remains to be seen. Corin Camenisch from SumUp notes that while customers may be unhappy, the policy may not impact most buyers. Asos's move to a case-by-case basis could minimize backlash while addressing the costly issue of returns.
Do you think Asos should charge for returns?
