Luke Flomo
Luke Flomo
Head of e-Commerce

Rethink your refunds: How fast refunds drive customer loyalty

Rethink your refunds: How fast refunds drive customer loyalty

Let’s face it: No one likes returns. For online retailers, they create logistical and payment complexities that ultimately eat into margins. They are also a hassle for impatient shoppers, who are often forced to wait anywhere from 3 to 30 days for their refund. But while managing the process can be a headache, offering a great returns experience can make the retailer stand out in shoppers’ minds and build brand loyalty.

Trustly surveyed 1,700 consumers about their online shopping experience and found that 65% consider ease of refunds while selecting where to shop, while 95% would stay more loyal to brands offering faster refunds. In this session, we’ll dive into how faster refunds can drive shopper loyalty.

About Luke Flomo

Luke is a payments expert, bringing a wealth of knowledge with his 12 years of experience in the industry. Prior to joining Trustly, he worked for the likes of Barclaycard, WorldPay and, more recently, Klarna. Over the years, Luke has worked closely with household retail brands such as ASOS, Footlocker, Boohoo, Missguided, Net-a-Porter, where payment alternatives has been a key driver for global success.


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