Clothing & ShoesOnline & Digital

Asos threatens to shut down accounts to deter serial returners

Online retailer Asos has updated its returns policy with a clause to deactivate the accounts of shoppers it suspects are returning clothes after they have been worn.

The retailer sent an email to customers directing them to its updated terms and conditions page. Under the returns and refunds section, Asos said if it noticed an “unusual pattern of returns activity” that didn’t “sit right”, it may have to deactivate the account and any others associated with it.

Research from Barclays produced last year suggested serial returners were costing retailers £7bn a year and 47% of clothing bought online was eventually returned.

A separate study by Barclaycard also showed that many consumers wore clothing once with the aim of posting a photo on social media, before returning the outfit.

In the email, Asos said: “We also need to make sure our returns remain sustainable for us and the environment, so if we notice an unusual pattern, we might investigate and take action. It’s unlikely to affect you, but we wanted to give you a heads up.”

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