Belgian web shops can easily compete with international web shops when it comes to service, but there is still some room for improvement - like payment of return shipments. With 20 % of the web shops, it took several phone calls and emails to finally get the payment.
On average, Belgian web shops pay back return shipments after 21 days. Some paid back instantly, while others even delayed payments 12 weeks, according to research. On the bright side, nearly half of the webshops did also cover the costs of the returns - even though that is not required by law.
Another issue with many websites is the connection during the payment process: nearly one in ten webshops saw the sale interrupted, meaning the sale couldn't be completed in one go. Research shows that a significant number of customers does not try again when the webshop processes fail, warns Tom Dupont, one of the organisers of the Belgian "Day of the Webshop".