Easy returns for shoppers reported the greatest increase in the Asia-Pacific (APAC) region — India — at 39% in 2023 from 32% in the previous year. With returns impacting retailers globally to the tune of $1.8 trillion, according to the IHL Group, the need for technological solutions to streamline the returns process has never been more pronounced.
Zebra Technologies, a solutions provider across industries, unveiled the 16th edition of its Global Shopper Study, which revealed key challenges faced by retailers, especially in APAC.
In India, the retail landscape mirrors global trends, with retailers grappling with the mounting pressure to streamline the management of online orders, returns, and fulfilment processes. Notably, 74% of retailers in India are in the process of upgrading their returns management technology, reflecting a proactive stance towards addressing these challenges.
"Retailers are recognising that technology needs to be smartly employed when dealing with returns," commented Subramaniam Thiruppathi, Director of Sales for India and Sub-Continent at Zebra Technologies. "Consumers' higher expectations for easy returns necessitate innovative solutions to manage associated expenses effectively."
Furthermore, the study highlights a consumer preference for omnichannel shopping experiences, with a significant majority favouring a blend of online and in-store shopping. In India, as elsewhere in the APAC region, this preference is pronounced, indicating the need for retailers to adapt their strategies to cater to evolving consumer behaviour.
The report also underscores consumers' rising adoption of digital payment applications, with a notable shift towards mobile payments and self-checkout options. The preference for digital payment solutions has surged in India, reflecting a broader trend towards seamless and convenient shopping experiences.
More highlights from the report include:
Inventory Management:
More retailers in India (87%) believe they need better inventory management tools compared to the global average (84%), highlighting the emphasis on accuracy and visibility in the Indian retail landscape.
Consumer Preferences: Indian consumers are strongly inclined towards omnichannel shopping experiences, aligning with broader trends in the Asia Pacific region.
Technology Adoption: India is witnessing a surge in the adoption of digital payment applications and self-checkout options, reflecting a growing demand for convenience and efficiency in retail transactions.
Looking ahead, retailers are poised to leverage technology to enhance inventory management, improve customer experiences, and optimise operations. The deployment of handheld mobile computers, scanners, RFID, and workforce management software is expected to gain momentum, signalling a shift towards more tech-enabled retail environments.
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