Comparing Operations Experience in US Retail 2021

How does your post-sales experience measure up against brands such as Walmart, Costco, and Amazon?

Key findings

Analysis of the order, shipping, delivery and returns processes of the NRF’s Top 100 US e-commerce retailers has revealed some shocking insights that brands can learn from:

“Free” has a $35 fee. 62% of retailers only provide free shipping with a minimum order value of $35, while an additional 30% of retailers in our study charge an additional $4.25 on average for shipping costs.

Customer contact required. Two-thirds of returns require customers to contact the retailer to request a returns label and process a return.

Customers are given the silent treatment. 54% of retailers do not send a notification upon receipt of the return parcel and 64% do not communicate when a refund would be processed.