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Research
US returns study 2022
Returns shape customer loyalty in the competitive US market. Our 2022 report explores trends, policies, and strategies top brands use to reduce return rates, enhance experiences, and improve retention.
August 30, 2022
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Research summary
Returns management is a critical aspect of the customer experience, particularly in the competitive US market. Our 2022 report offers an in-depth look at how leading brands handle returns, providing insights that can help you refine your own returns strategy to boost customer satisfaction and loyalty.
In this study, you’ll discover
- Current trends in US eCommerce returns
- The impact of returns policies on customer behavior and retention
- Effective strategies for reducing return rates and enhancing customer experience
- Case studies of US brands excelling in returns management
A poor returns experience doesn’t just cost you one sale—it can cost you a customer for life.
Returns aren’t just a necessity—they’re a powerful loyalty driver. The right strategy can turn a costly process into a competitive advantage, fostering trust and increasing long-term customer retention.
Key stats that matter
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Nearly all shoppers say a brand’s return policy influences their purchase decisions
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More than half of consumers prefer returning in-store to avoid shipping fees
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Almost half of consumers want the option to return online orders in-store
