57 Section 3.1 Electronic Retailing Inability to See and Touch Products Some customers prefer to see and touch merchandise before buying. Many people want to try on clothing and shoes to check the fi t. Also, viewing products online may not provide an accurate representation of what the products really look like. Product Returns The chances of returning a product are higher when buying online. If a product is not suitable when it arrives, the customer has to repackage the product to send it back. The customer must also get it to the post office or other courier to be sent back. The cost of return shipping is often paid by the customer, as well. Returning goods this way means extra time and money for consumers. Lack of Social Interaction Shopping is an enjoyable social experience for many people. Going into a store, picking up products, and talking to salespeople can be socially enjoyable. However, that personal interaction and service is lost when shopping on the Internet. Questions or concerns about products or purchases online generally require a phone call or e-mail. For this reason, some customers may leave websites without making a purchase. It is diffi cult to experience any social interaction when shopping online. Monkey Business Images/Shutterstock.com