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Is PLT banning serial returners?

Image © PrettyLittleThing

PrettyLittleThing (PLT) has deactivated customer accounts because of “unusual high returns activity”, reports suggest.

Following the news that the fashion etailer would charge for returns earlier this month, the BBC has seen an email that informs shoppers that their accounts had been reviewed and shut down due to return rates.

A screenshot of the email shows that customers are informed: “In accordance with our terms and conditions, following a review of your account activity and the unusual high returns activity, we have reached a decision to deactivate your account.

“This means you cannot place any further orders. We’re sorry if this causes you any inconvenience.

“If you still need to make a valid return, please do so through our returns portal.”

The news outlet said it was not immediately clear what criteria the retailer used for its decisions. There was also no indication on when customers can shop again.

PLT is not the first UK-based fashion site to target serial returners. Oh Polly announced earlier this year that as well as calculating returns rates based on the percentage of items coming back, it would increase fees for those customers deemed to have high return rates. Oh Polly clarified that these increased rates would only decrease once a customer’s return rate falls, and a review into their activity is carried out.

Pre-register now for the DeliveryX Returns 2024 report, which will be introduced during Ecommerce World Review this July.

The report, and webinar, will look at how returns may be inevitable but are manageable. It will harness ConsumerX research to see how charging for returns has impacted customer loyalty. Advancing technology will be put under a spotlight, both for minimising returns and limiting the environmental impact of reverse logistics.

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