Direct to Consumer USA More research

US DTC Returns Report 2021

How can brands harness returns data into a better experience that recovers revenue and builds lasting customer relationships?

US DTC Returns Report 2021

$190,000 of goods are returned every minute in the US. This is a nightmare for consumers and brands. How can brands harness returns data into a better experience that recovers revenue and builds lasting customer relationships?

Check out our research and find out how brands like Outdoor Voices and Harry’s are transforming their returns experience for the better. Discover best practices you can implement easily and key opportunities to improve.

What you’ll learn:

  • DTC industry standards around returns processes and customer experience
  • Our best practices to manage returns data better
  • How you can use Operations Experience Management to transform returns from a friction-filled process, into touch points that will build loyalty and increase customer lifetime value

Key findings

hidden shipping costs

14% of brands charge for returns

tracking parcel on desktop

26% of brands require customers to email them to start a return

shipping review request on desktop

94% of brands did not send a review request

Stuart Hill

Any retailer, in any market, wants to make sure that the post-sales experience is as great as it can be. So any improvement will increase the percentage of returning customers. When there are specialists like parcelLab in the market that can solve that problem using minimal resources, it makes sense to partner externally on this and offer customers an immediate benefit.

Stuart Hill FARFETCH’s SVP of Logistics
Stuart Hill
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Why parcelLab?

Our platform is the central data hub for brands to build and manage all branded customer communication. Our technology enables brands to take their approach to the next level by orchestrating all post-sales processes and data sources in one hyper personalized, seamless, end-to-end experience. The fully customizable platform adapts to your brand’s needs and allows for true differentiation with customer-centricity at the heart of it

For brands, that means more chances to create relationships that last. And for the people that buy from you, it means turning mundane operational moments into moments of joy.

Be different & define your own outstanding customer experience.

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Whitepaper / Global

The ultimate Post-Purchase Guide

What every online retailer needs to know about post-shipment communication. From A to Z with examples and best practices. Read 

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Consumer Research / German

Post-Purchase Strategies of Online Retailers in the Home & Living Sector

A special evaluation of 14 Home & Living retailers in the area of shipping & returns Read 

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Consumer Research / USA

US e-commerce returns​ study 2022

Findings from orders with the 200 largest e-commerce retailers in the United States, placed between November 2021 and January 2022. parcelLab partnered with YouGov to gather customer insights and shopper perceptions around returns. Read 

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Returns / UK

Are the UK’s top retailers getting returns experiences right?

This report analyses the returns experiences offered by the UK’s top 200 retailers. We examine cost, returns options, customer communications and much more. Read