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Asos threatens to block serial returners | Asos threatens to block serial returners |
(about 13 hours later) | |
Online fashion giant Asos has changed its returns policy. | Online fashion giant Asos has changed its returns policy. |
It is lengthening the time allowed for returns of unwanted items, but is threatening to investigate and "take action" if it notices anything unusual. | It is lengthening the time allowed for returns of unwanted items, but is threatening to investigate and "take action" if it notices anything unusual. |
It says if it suspects someone is actually wearing and returning goods or ordering and returning "loads", it might deactivate the account. | It says if it suspects someone is actually wearing and returning goods or ordering and returning "loads", it might deactivate the account. |
Late last year, the company, the biggest online retailer in the UK, warned profits growth was slowing. | Late last year, the company, the biggest online retailer in the UK, warned profits growth was slowing. |
Asos stocks more than 850 brands. | |
It said in November that "unprecedented" discounting had hit its trading, adding that cutting prices to match rivals had not shifted more clothes. | It said in November that "unprecedented" discounting had hit its trading, adding that cutting prices to match rivals had not shifted more clothes. |
Online shoppers tend to overorder as a rule because size and fit differs between brands and they have the time and space to experiment with potential purchases in their homes. | Online shoppers tend to overorder as a rule because size and fit differs between brands and they have the time and space to experiment with potential purchases in their homes. |
The BBC spoke last year to a shopper who regularly ordered £400 worth of clothes and generally returned half of them. | The BBC spoke last year to a shopper who regularly ordered £400 worth of clothes and generally returned half of them. |
Adding to the returns pile is the "snap and send back" trend, whereby customers post pictures on social media of themselves in new outfits. | Adding to the returns pile is the "snap and send back" trend, whereby customers post pictures on social media of themselves in new outfits. |
Certain users do not like being seen in the same outfit twice, making it tempting to use an outfit once and return it. | Certain users do not like being seen in the same outfit twice, making it tempting to use an outfit once and return it. |
The company's note to customers, sent this week, states: "If we notice an unusual pattern of returns activity that doesn't sit right: eg we suspect someone is actually wearing their purchases and then returning them or ordering and returning loads - way, waaay more than even the most loyal Asos customer would order - then we might have to deactivate the account and any associated accounts. | The company's note to customers, sent this week, states: "If we notice an unusual pattern of returns activity that doesn't sit right: eg we suspect someone is actually wearing their purchases and then returning them or ordering and returning loads - way, waaay more than even the most loyal Asos customer would order - then we might have to deactivate the account and any associated accounts. |
"If this happens to you and you think we've made a mistake, please get in touch with customer care and we'll be happy to discuss it with you. | "If this happens to you and you think we've made a mistake, please get in touch with customer care and we'll be happy to discuss it with you. |
"We also need to make sure our returns remain sustainable for us and for the environment, so if we notice an unusual pattern, we might investigate and take action. | "We also need to make sure our returns remain sustainable for us and for 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 (more deets below). Thanks for being a great Asos shopper!" | "It's unlikely to affect you, but we wanted to give you a heads up (more deets below). Thanks for being a great Asos shopper!" |