# More than half (56%) of Gen Z and Millennial shoppers won’t return unwanted international ecommerce purchases
Published: 2022-03-07
Category: Business
Category URL: https://luxuryadviser.com/category/business/
Meta Title: Gen Z & Millennials Avoid Returns Despite Ecommerce Boom
Meta Description: Latest finds from ESW indicate Millennials and Gen Z are least likely to return unwanted items in global ecommerce, noting returns as inconvenient, expensive,...
URL: https://luxuryadviser.com/more-than-half-56-of-gen-z-and-millennial-shoppers-wont-return-unwanted-international-ecommerce-purchases/

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07 March 2022. Dublin— As post-Christmas returns skyrocketed in January and February, due to the explosion in ecommerce sales globally, Gen Z and Millennial consumers are now the most likely demographics to choose not to return unwanted items, the latest data from [ESW](https://esw.com/), the global DTC ecommerce leader, reveals.

ESW’s ‘ [_Global Voices: 2022_’](https://esw.com/global-voices/globalvoices22/) survey of more than 14,000 consumers across fourteen countries shows that while Gen Z and Millennial shoppers combined comprise 60% of cross-border shoppers globally, 56% admitted they had made purchases from internationally based retailers that they ultimately didn’t want but chose not to return, saying the process was inconvenient (35%), expensive (34%), and bad for the environment (20%). Additional reasons cited for not returning items included insignificant item cost (28%), an unclear returns policy (26%) and a lack of local collection points (21%).

Geographically, the markets where consumers overall were most likely to avoid returns were China (67%), India (64%) and UAE (64%), with women being 13% less likely to return unwanted items than men.

Patrick Bousquet-Chavanne, ESW’s President and CEO, Americas, said, “Eliminating the friction Gen Z and Millennials associate with returns will be a big win for all direct-to-consumer brands, as these young adults will continue to drive the growth in ecommerce in all markets.”

“Our research has shown that more than 30% of Gen Z and 37% of Millennial shoppers have made 11+ cross border purchases in the past year alone. Taking away the ‘work’ associated with returns will help attract more Gen Z and Millennial shoppers. Free returns, scheduled pick-ups, and easy-to-access collection points will help mitigate burdensome returns requirements.”

He added, “Brands that transparently communicate their sustainable shipping options for both deliveries and returns will likely create a more loyal customer base across all generations.”

ESW’s seamless return experience allows consumers to receive a full refund within 24 hours of the return being received. Additionally, ESW offers support for several return options, including pre-paid, drop-anywhere, or pick-up returns. ESW takes away many of the pain points consumers have when it comes to international returns, with returns centres on six continents as well as 68 returns shipping centers.


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