In 2025, UK shoppers expect fast, simple and familiar returns processes — and retailers are under pressure to deliver. According to Mintel (via Royal Mail), 76% of UK online shoppers say a good returns experience makes them more likely to shop with a retailer again. The converse of this is in form of reticence to retailers that have poor returns experiences – ZigZag note that 84% of consumers will not buy again if faced with a poor returns experience. It’s a key factor you need to get right for any chance of customer retention.
Meanwhile, WhatsApp remains the UK’s most widely used messaging app, with over 70% of adults regularly using the platform. Consumers already trust and engage with it daily — which makes it an ideal channel for retail returns.
With eCommerce return rates averaging between 15% and 20%, the need for a frictionless, scalable returns solution is growing fast. By enabling returns through WhatsApp, retailers can boost completion rates, reduce service costs and meet modern customer expectations — without investing in an app.
What UK Consumers Love
Returns through AppFree™ are simple. Customers scan a QR code or message your store on WhatsApp. Our AI guides them through every step — generating a QR code for drop-off or a printable label for Royal Mail collection. Updates on every stage, from postage to delivery, appear directly in the same WhatsApp conversation.
Key benefits for shoppers:
– No apps or passwords required — just WhatsApp
– Fast and guided returns set-up
– Choice of Royal Mail drop-off or home collection
– Real-time tracking and updates inside the chat
A smooth experience like this builds trust and keeps customers coming back.
Why UK Retailers Should Care
Returns are no longer a back-office task — they’re a core customer experience touchpoint. AppFree™ helps retailers:
– Simplify the return process, reducing friction and increasing loyalty
– Lower contact centre volumes with proactive updates in WhatsApp
– Avoid costly app development or platform management
– Offer a premium, app-free customer experience backed by Royal Mail’s delivery network
AppFree™ is built for retailers who want speed, simplicity, and scale — all without the overhead of technical integrations or app ecosystems.
Book a Demo
Ready to transform your returns experience and delight UK customers?
Book a demo today to see how AppFree™ Royal Mail Returns can help your business offer smarter, faster, app-free returns — through WhatsApp.
References
- Mintel via Royal Mail: “76% of online shoppers say a good returns experience would make them more likely to shop with a retailer again” – https://www.royalmail.com/business/delivery-solutions/jewellery
2. Ofcom / TechDigest: “WhatsApp is the most commonly-used messaging app in the UK, with 76% of adults using it in the past three months” – https://www.techdigest.tv/2023/10/whatsapp-is-uks-most-popular-messaging-app.html
3. Red Stag Fulfilment: “Average eCommerce return rate is between 15% to 20%” – https://redstagfulfillment.com/best-practices-e-commerce-returns/ - 4. ZigZag: “https://www.zigzag.global/blogs/a-guide-to-mastering-the-post-purchase-experience”
