The State of Online Order Returns
Comparison of customer expectations and returns processes as well as services of 200 of the largest online stores in the US
Content of the study
Returns have been a hot topic, with brands increasingly tightening up their return policies
Which factors do customers value the most, and are retailers meeting those expectations? This study provides exclusive insights into what online shoppers want and what services the top 200 retailers in US offer.
16 questions to 1,320 online shoppers about returns
200 test orders at online shops & analysis of shipping, delivery and returns
Segmentation of returns behavior by age groups
3 tips to get the most out of returns
Key findings
53% of customers believe the retailer should cover the cost of returns
62% are unlikely to shop with a retailer that provides a poor returns experience
51% of shops don‘t offer free returns, which contradicts what consumers want
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.